Mastering the art of good service

Thu, 17 Nov 2011

Poor customer service is one of the root causes of failed businesses, yet appropriate interaction with consumers is often neglected and undervalued. How can staff improve their customer service skills? Kwelanga Training shares some insights on this important issue.

The nice customer who never returns

Thu, 29 Sep 2011

Customer's who put up a fuss at every turn are in some instances more valuable than those who silently accept poor service and slip away without a word of complaint, never to be seen again. Clive Price speaks about the importance of learning from dissatisfied consumers.

Customers want more than service

Tue, 23 Aug 2011

'Delivering a steady supply of willing and paying customers has grown into an important management science' and the Certificate in Customer Experience Management course is ideal for those who want to learn how to take customer service to the next level.

Customer comes first

Tue, 12 Jul 2011

Good customer service starts with a humble attitude, clear communication, identifying customer needs and interacting with customers on a personal level says Francis Wright, 'someone that phones you today could be a customer of yours tomorrow, so you need to make sure you treat them like that'.

Customer care means getting personal

Fri, 17 Jun 2011

Do you know your customers? If you are no longer serving your customers to please them, but to fulfil the objectives of an ancient business plan it may be time to rethink your approach and tap into this valuable source of business.

Presidential hotline is one year old

Tue, 14 Sep 2010

The Presidential Hotline established by President Zuma to promote citizen care and a more responsive public service, turns one year old today. The complaints cover a wide range of service delivery issues, amongst other, of housing, employment, safety and security, water, electricity, and a range of social and citizen services. For detailed report ...

Customer Service - 2010 and beyond

Wed, 03 Mar 2010

What would you like foreign visitors to be saying about the service in South Africa when they return home? What will they actually be saying? In the past, South Africa’s ratings for customer service have been amongst the lowest in the world. The spotlight is going to be well and truly on us in the run up to and during the World Cup. Angela Allan, CEO at Quality Executive Development explains.

Bus drivers boost service skills

Wed, 14 Oct 2009

Metrobus drivers are being offered customer service training sessions as part of Public Transport Month, which is held nationwide each October. The municipal-owned entity is holding training for all its bus operators, to enhance customer service etiquette and to discuss customer service related issues.

Recognising and meeting customer needs

Thu, 20 Nov 2008

It is sometimes referred to as a soft skill, but it certainly proves very hard for most companies to get it right! Good customer service starts with recognising customer needs, before meeting or surpassing them. As an expert in the area, Des Squire has some useful guidelines to help us get this right.

Service excellence critical to sustainable tourism growth

Mon, 03 Nov 2008

The report titled Leadership in Customer Service that was released in 2007, ranked South Africa’s service delivery standards as the lowest in the world. South Africa’s lack of customer service did not relate to business processes, but to soft skills such as business etiquette, customer care, and service attitude, reported the Department of Environmental Affairs and Tourism (DEAT).

10 Tips for providing an outstanding customer experience

Tue, 17 Jun 2008

Achieving a high level of customer satisfaction requires loan officers or agents to effectively manage the customer experience.

Bringing Batho Pele into your Business

Thu, 06 Dec 2007

How many of you out there actually know what Batho Pele means? Batho Pele translated means “People first”. Howard Badler from Customer Care Training and Consulting explains how putting people first can assist your business.

South Africa wins the World Cup

Thu, 01 Nov 2007

The rugby fever leading up to the final in South Africa was amazing. Everyone smiling, wearing the colour green and gold proudly. A number of vehicles displayed flags and yes there were even a few vehicles displaying England's flag. Howard Badler looks at the rugby success.

Customer Service

Tue, 29 Jan 2008

It’s true. How we treat the people in our own company will determine how we treat our customers

Great Customer Service

Mon, 20 Aug 2007

Irrespective of your own thoughts or expectations, great customer service is only great if your customer believes it is. So how do you know what great service means to your customers? Have you ever tried asking them? Des Squire looks at the concept.

…jobs are being lost in South Africa because of bad attitudes to customers

Training customer service agents essential for growth

Mon, 27 Aug 2007

Whether its slow delivery of infrastructure to people in poor areas, overcharging tourists or rude call centre agents, South Africa’s poor customer service is developing a reputation that is styming business.

What are my consumer rights?

Mon, 03 Sep 2007

What are Consumer Rights, and how do you deal with this interesting but often misunderstood sector? Howard Badler of Customer Care Training and Consulting takes us through the standards, and discusses the responsibilities you have to your customer.

Recognising and meeting customer needs

Thu, 20 Nov 2008

It is sometimes referred to as a soft skill, but it certainly proves very hard for most companies to get it right! Good customer service starts with recognising customer needs, before meeting or surpassing them. As an expert in the area, Des Squire has some useful guidelines to help us get this right.

Service excellence critical to sustainable tourism growth

Mon, 03 Nov 2008

The report titled Leadership in Customer Service that was released in 2007, ranked South Africa’s service delivery standards as the lowest in the world. South Africa’s lack of customer service did not relate to business processes, but to soft skills such as business etiquette, customer care, and service attitude, reported the Department of Environmental Affairs and Tourism (DEAT).

10 Tips for providing an outstanding customer experience

Tue, 17 Jun 2008

Achieving a high level of customer satisfaction requires loan officers or agents to effectively manage the customer experience.

Bringing Batho Pele into your Business

Thu, 06 Dec 2007

How many of you out there actually know what Batho Pele means? Batho Pele translated means “People first”. Howard Badler from Customer Care Training and Consulting explains how putting people first can assist your business.

Customer care means getting personal

Fri, 17 Jun 2011

Do you know your customers? If you are no longer serving your customers to please them, but to fulfil the objectives of an ancient business plan it may be time to rethink your approach and tap into this valuable source of business.

Presidential hotline is one year old

Tue, 14 Sep 2010

The Presidential Hotline established by President Zuma to promote citizen care and a more responsive public service, turns one year old today. The complaints cover a wide range of service delivery issues, amongst other, of housing, employment, safety and security, water, electricity, and a range of social and citizen services. For detailed report ...

Customer Service - 2010 and beyond

Wed, 03 Mar 2010

What would you like foreign visitors to be saying about the service in South Africa when they return home? What will they actually be saying? In the past, South Africa’s ratings for customer service have been amongst the lowest in the world. The spotlight is going to be well and truly on us in the run up to and during the World Cup. Angela Allan, CEO at Quality Executive Development explains.

Bus drivers boost service skills

Wed, 14 Oct 2009

Metrobus drivers are being offered customer service training sessions as part of Public Transport Month, which is held nationwide each October. The municipal-owned entity is holding training for all its bus operators, to enhance customer service etiquette and to discuss customer service related issues.

Recognising and meeting customer needs

Thu, 20 Nov 2008

It is sometimes referred to as a soft skill, but it certainly proves very hard for most companies to get it right! Good customer service starts with recognising customer needs, before meeting or surpassing them. As an expert in the area, Des Squire has some useful guidelines to help us get this right.