If you want to lay the foundation for superior customer service then one of the enablers you need to put in place is to make sure people have a basic level of etiquette or good manners.

I was recently on holiday in France and was struck by how French people are conditioned to be polite by comparison with the British. Carry out most transactions – however mundane – and you will be greeted with “Bonjour” at the start and “Bon journee” at the end – that’s the equivalent of “Good day” and “Have a nice day” to book-end the interaction. (more…)

The aim of this blog is to explore what superior service means, why it is that some organisations are particularly good at it and why some seem to struggle.

The basic premise is that there is far too much service out there that is just functional and quite a bit that is inferior or worse. So, improving service from inferior or just OK to superior represents an opportunity that many organisations are not exploiting. (more…)