What is great customer service really about?

Yesterday I had the pleasure of spending the day with customer service experts, to really understand what makes great customer service.  What this highlighted to me was just how complex an issue customer service is, but more importantly how it is linked to so many...

Feel the fear and do it anyway!

One of the many books that I have read in recent years was the one by Susan Jeffers entitled ‘Feel the Fear and do it anyway’, at the time of reading it, the title made sense to me but it has never resonated with me so much as it has in the last six months. During...