All in customer service

Switching sides or switching focus

Switching sides is based on the belief of a Customer Service Development department (CSD) versus a Learning and Development department (L&D). Three strategic stages connect and enable the CSD namely; Waigaya, a base for creative customer service development; Poka Joke, a practice for quality assurance and fail saving;  and The Community of Practice, a development zone for active knowledge sharing.

Fly the Mile

The more frequently we do something, the more often we forget about the small things around us. It happens that we take them for granted. We don’t appreciate them anymore. Now, being the SWISS Explorer I get around a lot.