Category: Office Work

The sales support person is an advocate for the customer and the sales team. The support person seeks to resolve issues by engaging with the relevant department. It may be a delivery issue, a credit issue, a product issue. The support person works with the transport department, the credit department…

Team members often struggle with a task and feel that they need to persist until it is resolved. I love that the team member displays such a level of tenacity. Still, there is always a stage when a higher authority needs to be brought in to seek a speedier resolution.…

📜 Whenever a new team member joins our team, the second part of their induction program (after directing them to the bathroom and coffee machine) is to immerse them in the company’s history. 🗣️I tell them the stories I know. I introduce them to others who can tell more. The…

The dangerous knowledge worker

Yesterday we had a customer that wanted something special. 🌻 🌻 🌻 They were a good a customer. A large customer. And they didn’t think what they were asking was unreasonable. After all, exceptional customer service is one of our company’s tenets. And doesn’t excellent customer service mean bending over…

Here’s a game-changer. I’ve stumbled across a cloud-based software called ‘Notion’. Never heard of it, and I might be behind the game here, but I can’t say I’ve seen many references to it in my travels around the internet. 🧬 🧬 People refer to it as a Life Operating System,…

Company values tend to be similar: Teamwork Customer service Integrity Operational excellence Accountability Nothing wrong with these – they are all valid. Actually, company values shouldn’t need stating, should they? A customer experiences these, not read them in the Annual Report or on a reception poster. But what about valuing…

Customer service strategies Excuses v. Reasons “Sorry, I’ve been swamped.” “Apologies, the system was down.” “Looks like the courier broke down.” These all sound like excuses to me. 😢 😢 😢 😢 😢 The best customer service teams are teams that offer no excuses. No matter the bad experience for…

Hope you are well” Sorry to interrupt your day” How’re things with you?” ….. I find these email introductions unnecessary. In fact, I find them irritating. Not too sure why. After all, the author is attempting a friendly tone, and there can be no offense in being asked about your…

Simon was my desk buddy in a large open office. We both had a few desk buddies sitting around us and there was much that we shared in work and life. Simon was a single father stud with the prowess of someone that loved his play more than his work.…