Communicating with Stakeholders

An examination of the advantages of Back to The Floor initiatives, where members of an organisation’s senior team experience a week in the job of their customer facing employees.

Interviewing is a valuable method of gaining detailed feedback from customers and can be used to address a wide range of issues. This article examines the key issues.

An innovative approach to design in which manufacturers observe customers using a product in real life environments.

Focus groups can provide valuable insights into customer feelings, motivations and behaviours. This article offers information and advice on how to run a focus group.

Mystery shopping is a well-established technique that can help organisations gain valuable feedback on the quality and standard of their customer service. This article takes a closer look at what mystery shopping is.

The following are some sample phrases that you and your team can use or adapt for common tricky customer service situations.

‘No’ is the one word that customers really don’t like to hear. So when is it acceptable to say it, and how can you say it to soften the blow? This short article should help you to say no but still keep your customers onside.

Create lasting impressions with your customers/clients by tailoring your communication to meet their needs and preferences.

A methodology outlining how to design a bespoke customer satisfaction survey, together with some suggested questions.

If you offer email or online customer service, a number of factors should be considered in order to maintain good customer relationships and communication.

Some handy hints for handling telephone calls in a professional and helpful manner.

With the advent of e-commerce, more consumer choices are available to customers, and they are able to shop for goods or service 24 hours a day. With this in mind, organisations need to make themselves as visible and accessible as possible to customers. Our top tips show you how.

Email is now the most commonly used communication tool for business. These top tips ensure you maintain professional customer relationships when communicating online.