• home
  • about
    • emotional intelligence at work
    • GradStart (graduate performance at work)
    • Jeremy Marchant
    • this website
  • how we help
    • people
    • teams
    • businesses
    • other organisations
  • what’s the problem?
  • blog and diversions
    • Jeremy Marchant’s blog
    • newsletters
    • quotations
    • music
    • diverting videos
  • contact
emotional intelligence at work
jeremy@emotionalintelligenceatwork.com | 01453 764 615
Intelligence at Work Linkedin Link Intelligence at Work Twitter Link Intelligence at Work Youtube Link
  • essential
    • relationships at work
    • leadership
    • communication
    • emotional intelligence
  • people
    • leadership
    • personal growth
    • managing people
    • successful teams
    • conflict resolution
    • employability
  • business
    • networking and advocacy
    • business growth and change
    • customer service
    • employability
  • stories
    • work stories
    • more stories
  • short pieces
  • long reads
  • videos
    • Jeremy Marchant’s videos
    • Jeremy Marchant’s videos
    • emotionally intelligent videos

Customer service

EmmasEnkel-Diehl+Brüser

It isn’t the quality of the people in a business that contributes to its success.  It is the quality of the relationships between the people in the business, and between them and clients, prospects, other businesses, and all other stakeholders that creates success—or failure.  Developing good relationships is absolutely fundamental.  It is an essential requirement for successful management, leadership and business growth.

Related material:
>  blog:  Why call centres can’t, won’t and don’t help you

  • Customer service
355199_3499

A short piece about being right

Being right can be a big problem for people in charge—and indeed for people whose quality of service relies on their capacity to give good advice: accountants, financial
1076967_94588268

Why it’s rarely worth ‘going the extra mile’

People who talk about customer service often advocate ‘going the extra mile’. In addition to providing the services the supplier is contractually obliged to provide,
car 1319649-002C9CF700000578-151_468x279

Shiny red car

One day, a driving instructor wrote in and asked for comments about his website. Could we think of any ways to improve it?
Service team

Customer service thought

Many businesses that think they provide customer services just don't get it. They think that service begins and ends in the interactions they have with their customers,
808944_91956510

Drill

Apart from a few odd individuals, people don’t buy power tools so they can slip into the garage and caress them. They buy an electric drill because they need a hole in the wall.
NL76 3

Customer service: a game of equals

In this video, Jeremy Marchant discusses how serving the customer is a relationship of equals.
1398484_47472011

An emotionally intelligent approach to sales

...Amazingly, the salesman still persisted – so my client walked out, the laptops not bought...
825673_66081341

Submarine

The navy's most advanced submarine came to a halt and eventually limped into port.
1038128_18205862

The meaning of a communication is what the recipient makes of it

The meaning of a communication is what the recipient makes of it
1038123_37466185

The outcome of any communication is what we intend it to be

We can only understand what someone says to us in the context of our own experiences and attitudes. We cannot import the other person into our minds.
1412434_67722208

Jumping the queue

A journalist is standing with other commuters in a long, snaking line for a bus, when a smartly dressed businessman blatantly cuts into the queue line behind him...
827556_46291532

Better leadership delivers better customer service

Good service starts at home
156858_9657

Being passionate

“Do people buy what you do or why you do it?”

Further reading

  • Ways of getting clientsWays of getting clients
  • A short piece about angerA short piece about anger
  • Turn over a new leafTurn over a new leaf
  • A short piece about perfectionismA short piece about perfectionism
  • Easter bunniesEaster bunnies
  • Tea and biscuitsTea and biscuits
  • A short piece about the «facilitating environment»A short piece about the «facilitating environment»
  • Why tell a story?Why tell a story?
  • A few conkersA few conkers
  • FireworksFireworks