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I'm Tearing My Hair Out!

I’ve just been on hold to the tax office for the last thirty five minutes and I have been inspired to write a blog.  I know that my “call is important” to them and that “all…

CEO - Clueless Executive Officer!

I’ve just read a very interesting report by the Institute of Customer Service that claims CEO’s just haven’t the foggiest when it comes to what customers want.  Worse still,…

7 Fantastic Resources for Customer Service Trainers

This week we’ve decided to rest our typing fingers and invited our very good friends at PhoneCoach ( to reach out to our readers with a few gold nuggets…

Well That's Just Rude!

During our travels we come across a lot of examples of outstanding customer service – so it always comes as something of a disappointment when we discover others (thankfully…

Are You A Fool?

“Only a fool learns from his own mistakes. The wise man learns from the mistakes of others.” (Otto Von Bismark) I love this quote and it’s so true, especially in the…

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