Transaction vs Customer – which one do you choose?

Transaction vs Customer – which one do you choose?

It’s tough being a coffee shop in a world full of coffee shops. So, how do you differentiate yourself? One business we met recently has it all figured out. Paradox Coffee Roasters in Surfers Paradise – where the service is warm + friendly, the food is...
Customer Service Is Not The Problem – You Are!

Customer Service Is Not The Problem – You Are!

For many years, customer service has been an add-on for many business – that (un)necessary cost to keep those pesky customers happy. We even developed metrics that (we think) tell us how well it runs. Call durations, time to answer, first time resolution and our...
Good Service Is A Waste Of Time

Good Service Is A Waste Of Time

It’s the epitome that defines service – the stock photo of the model with the perfect teeth that, of course, works in your call centre. You can guess that this isn’t one of those ’10 things you must’ articles… For decades, people in...

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