I have put together a CD of ‘spontaneous insights’ gained during meetings with a range of interesting people in Sydney, Australia. The conversation topic was ‘customer service’ and in summary I have chosen just six points:
- Thevan Krishna, CEO of South African Airways, Australasia and India, believes that if you put customers first and have sound financials in place, you’ll enjoy an advantage over your competitors.
- He also says that as the leader, you need to ‘walk the talk’. Your action and image must portray the action and image that you want your staff to project.
- In line with this message, Gary Eckstein, business consultant and SEO (Search Engine Optimisation) expert gave an excellent example showing how service and responses throughout the organisation must be aligned and consistent.
- Another important point is that products and services need to be portrayed in a positive manner so that customers perceive them as being desirable.
- Jenny Cartwright, author and telesales trainer, gave excellent examples and emphasises the importance of really listening to what your customers want and need.
- This linked to the discussion with Dr Danny Beran, medical doctor, and the importance of listening and using your intuition.
So, the basic ‘customer service’ principles apply to a wide range of businesses and professions. How can we ‘think outside the box’ and learn from each other?
The CD is a free ‘give-away’ at workshops conducted by Brenda Eckstein International.