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Complaints are great opportunities to improve your customer experience ! I shudder when I hear leaders say, we don’t get complaints here! Let’s face it, there is no perfect business, so your team is either concealing the complaints or your customers are just too frustrated to be bothered to complain. There are varying schools of […]

Sometimes our leadership lessons are the hardest to learn. On our path to becoming good leaders, we will need to embrace introspection, rigorously pursue knowledge and of course, take risks! I don’t see any managerial skills in you! These were the words said to me at just 29 years of age. It was one of the […]

Every October, we celebrate Customer Service Week worldwide. Some customer experience practitioners used the week as a learning opportunity to reinforce customer service values within their organisations. Others chose to treat customers to various giveaways and tokens of appreciation. However, our consensus is that notwithstanding the celebratory nature of the week, the greatest way to […]