Wolf Trekking Service Blog

Good service is hard to find - or is it? 

Terms and Conditions Aid Service

Posted by Evelyn Wolf

19-Mar-2015 11:38:56

We never read them but we should. When we have to write them, we get our legal team to do it. In the end, no-one knows much about the Terms and Conditions agreed to until it’s too late. But they can actually aid service.

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Personalised service by the perfect beau

Posted by Evelyn Wolf

23-Jan-2015 13:56:35

All week I’ve heard about the Invisible Boyfriend. A service that pretends to be your boyfriend (or girlfriend) so that if you are single and tired of the “poor you” looks you can show off your perfect beau.

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Topics: Service Challenge

Aligning your channels from a services perspective

Posted by Evelyn Wolf

25-Aug-2014 10:27:00

Services these days are delivered through a number of channels – phone, in-store, through social media, online, face-to-face etc so it’s really important that you have these channels aligned and the same message going out.

I’ve been a Meteor mobile phone customer for years now, I like the packages but I keep having issues with the service. Most recently trying to upgrade my phone.

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Topics: Service Challenge

Bad Hair Day [or how to keep good service going]

Posted by Evelyn Wolf

23-Jul-2014 13:36:20

Your hairdresser moves on to a new salon and you had no idea where he or she went. You are trying to reach your supplier for an important change that needs to be made to your account and he or she is off on holidays. It’s always painful when the person that you rely on for good services isn’t there and it’s a shock when you had no warning.

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Topics: Service Challenge

Phone Queues

Posted by Evelyn Wolf

04-Jul-2014 14:09:23

“Welcome to the never ending automatic phone queue. Don’t worry, we’ll disconnect this call at least twice and yes, it will take 5 minutes before we give you the option to speak to a human.” Do you love automated phone services as much as I do?

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Topics: Service Challenge

Little Things

Posted by Evelyn Wolf

18-Jun-2014 13:36:20

A picture is always made up of many elements and only when you look at the overall piece can you really decide whether the full picture is good or bad or something in-between. It’s the same with experiences – the details matter.

Today, all of us expect an experience when we shop. Whether that is a two for one offer, a loyalty card that pays off, a great environment or just exceptional service delivered by the staff. But how can you as a service provider keep an eye on the little things that make up the whole? 

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Topics: Service Challenge

Love the Service - Loathe the Product

Posted by Evelyn Wolf

03-Apr-2014 14:13:00

I hate the dentist. I do. Really. Not just are my teeth overly sensitive, my dentist as a child didn’t believe in anaesthetics and I had a lot of cavities. So a visit to me is stressful, I’m annoyed I have to pay for something that I hate and keeping me happy is hard. Here’s how it’s done right…

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Topics: Service Challenge

How to motivate your team to give better service

Posted by Evelyn Wolf

19-Mar-2014 10:24:00

Giving service isn’t always easy. Situations can be tricky and in the end we are all human – customers have bad days and so do service staff. But there are things you can do to ensure your staff is equipped to give good service. Today, I want to highlight three pieces that I think are vital:

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Topics: Feedback

Services Supply Chain

Posted by Evelyn Wolf

25-Feb-2014 16:18:00

A supply chain is a system of organisations, people, activities, information and resources involved in moving a product or service from supplier to customer. Okay, so that's the definition but in reality how hard is it to integrate service into your supply chain? 

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Topics: Supply Chain

Managing Customer Experience Post Purchase

Posted by Evelyn Wolf

11-Feb-2014 18:56:00

We’ve all heard it a million times that it is so much cheaper to retain a customer than to gain a new one. But I believe you can argue both aspects – when are you actually flogging a dead horse and when should you be going into post purchase service overdrive?

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Topics: Retention

About Service Wolf

I believe the service is the key to success. Regardless of what you sell or where you sell it, if your service structure isn’t right people won’t buy and they won’t recommend you.

A large part of what I do is advising customers on their marketing strategy and providing a good marketing service. So I care about providing and receiving good service. Worst of all…I’m German, so I complaint when service isn’t good BUT I always note when it is.

I hope to share ideas about how to provide good service here as well as stories about the good, great, bad and ugly right here! 

   

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