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This week I am talking to Richard Knight, from Shopper Anonymous, about customer service.

Turning Bad Service to Good Service – this focuses on helping to resolve customers problems and looks at why people can be difficult to deal with

Q. Who are your customers?

A. Everyone is your customer, but sometimes you have to prioritise their needs

Q. What would you do if you were put in the following situation?

Picture this: You are in Reception when a Visitor asks you to direct her to the Sales Director’s office. At the same time a colleague from another department asks you to take some important files to a meeting due to commence in ten minutes on the top floor.

A. Respond immediately to the request for assistance in finding the Sales Director’s office and explain to your colleague that you will be back in less than a minute, time enough to take the files to the top floor meeting.