Queues are common scenes these days. Physical distancing has businesses respond with clearly marked spots for lineups. Some tape arrows on the floor for directing in-store traffic. Call centres redirect customers to the business’ website for self-help. It is an inconvenience that requires customers to be patient and collaborative. Despite… [More]
Simple Tasks that Delight Your Customers
On a recent vacation to Quebec City, I goofed big time in misreading the departure time for the return flight home. The department time was 5:00. For whatever reason, I thought it was 5:00 pm. Around 3:00 pm, I strolled leisurely to print the boarding pass at the airport. The… [More]
Operational Alignment to Remove Customer Irritants
Every customer has unique expectations from her purchases. These expectations range from quality to unfaltering customer support. The challenge posed to every business is its ability to orchestrate the operations to meet these expectation. Failure to do so translates into irritations for customers. Here is a list of eight customer… [More]
5 Keys to Serve Internal Customers
Internal customers are just as important as external customers. Your service constitutes an input component to their work. There are ripple effects on the business when internal customers are not served well. Functions such as recruitment, budgeting, and procurement provide services to different areas within the company. These services are… [More]
“Thanks for calling. Please hold.”
Booking flights online is easy but making changes could be challenging especially when the itinerary covers several cities. I needed to make some last minute changes to a trip. I thought if I called the airline directly, its agent could find what I needed much quicker. To my surprise, when… [More]
Customer Service is King
On board the Sapphire Princess cruise ship, I was one of the 2,500 passengers served by over 1,000 staff members. That is one staff for every two and a half passengers. One might think that service ought to be great. It is a reasonable expectation until I learned about the… [More]
The Business Of Manufacturing Time
Relaxing in the plush leather seat on the London Air Services’ Challenger jet, I was ready to fly to anywhere in the world. The spacious cabin and the luxurious setting offer travellers privacy, comfort, and an impeccable flying experience. There is ample workspace, internet access, in-flight phones, and even a… [More]
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