Your reputation for service relies on the whole customer experience and therefore the day to day activities of each and every one of your employees.
Don’t believe that by offering great service you can avoid ever having to say sorry – it is an inevitable fact of human nature that at some point something will go wrong or a mistake will be made. Saying sorry is an essential for every businesses customer service toolkit.
Earlier this month I had the privilege of speaking at the P2P Transformation Summit in London. It was a huge honour for me, and a thoroughly great day! However slightly higher up the bill as the keynote speaker was acclaimed speaker and athlete turned motivational speaker Roger Black. I hadn’t anticipated that in talking through his athletic experiences he would so ably demonstrate 4 key enablers of employee engagement.