The top contenders for the highly coveted inaugural UAE Customer Service Week STAR Awards were announced at the CSW Forum on day one.  The winners were invited onto stage by Philip Forrest, Chairman of the judging panel and President of The International Customer Service Institute. Private sector winners were presented their award by Don Hales, MD of World of Customer Service and Public sector winners were presented their award by Siegfried Fuchsbichler, Assistant Deputy Minister Government of Yukon, Canada and Vice President of the ICCS board of Directors.

More...

The top contenders for the highly coveted inaugural Customer Service Week STAR Awards have been finalised.  The shortlisted contenders were announced by Chairman of the STAR Awards and President of The International Customer Service Institute, Philip Forrest.

More...

Every opportunity to render good service to a refunding customer is a second chance to reinforce confidence in your establishment and product. By accepting one refund you are ensuring he comes back again for more purchases. For now, the customer is rest assured that the establishment will understand him should things go wrong. This helps increase sales and business.

More...

Tip #3: Benchmarking

Benchmarking can be defined as a “continuous, systematic process for comparing your own efficiency in terms of productivity, quality and practices with those companies and organisations that represent excellence” (Karlof & Ostblom, 1995).

More...

A friend shared this video by Dan Pink with me recently. Dan is the author of several provocative, bestselling books about the changing the world of work and has spoken in the UAE at various events including Leaders Dubai.  More...

What is the most difficult word for any human to utter? – SORRY

What is the most difficult job to perform in any organisation? - COMPLAINT HANDLING

Yes – handling complaints is the most difficult job in any organisation and to apologise, even more difficult.

More...

The objective of UAE Customer Service Week is to grow and raise customer service standards through awareness, education and sharing of international best practice. This video will teach you techniques to help improve internal communication and improve employee engagement. To learn more about employee engagement during tough times please attend Don Hales' workshop during the inaugural UAE Customer Service Week, June 24th.

There will always be customers who opt to complain rather than defect, so how do successful companies use complaint resolution as an opportunity to turn a dissatisfied customer into an advocate? Learn more about effective complaint management and service recovery techniques in our constructive 3.5 hour workshop, hosted by Kate Dickens on June 24th 2010.

How do you see your customer? As a pleasure to deal with or a pain to be rid of? Do you feel like welcoming him or do you manage to drive him away. Do you see him as a customer or a cuss-to-me?

I walked into this fairly well known laundry to get my suit pressed. I needed it urgently for an important meeting. The person behind the counter informed me that it could be collected after two days. I requested if I could get it earlier. He said he would work it out. On checking the following day, he said it was ready and was expecting me. Great! I picked my suit, obviously grateful, paid up and headed to exit when he wished me with “Have a nice day”. I said “Thank you”. He then added, “Have a nice meeting tomorrow”. A little surprised and pleased I thanked once again and walked out.

More...

Tip #3: Engage your Employees

An engaged workforce comprises of “people who are willing to do whatever it takes to help the company succeed, including lead, innovate and serve customers” (Gostick & Elton, 2009).

More...