Customer Service is about having someone professional and friendly answer the phone and answer it promptly.
Do the staff that interact with clients have a clear speaking voice? Do they have manners and remember to say please and thank you and to apologise for errors? Does he or she make each customer including the difficult clients - feel special and valued each and every time?
Are your email communications crisp, clear, to the point and spell checked in either South African or British English?
Using MS Project software can considerably reduce the burden of managing projects of any reasonable size. If you find it a burden to identify Critical Paths, complete Gantt charts, Work Breakdown Structures to easily monitor the achievement of agreed milestones and manage resource allocation.
Completing a work breakdown structure is one of the most useful starting points to allocate resources, estimate time and cost, and in the development of a Critical Path diagram. AstoTechs Project Management for Non-Project Managers is another way to hone your project management skills and produce better outcomes.
Praise opens doors, criticism closes them. If you want someone to listen you sit with your arms open, lean forward, praise them in an honest manner and make it clear that you are practicing active listening.
Many of us fall into the trap of thinking 'I know I am right, so I'm going to tell the others how wrong they are!' It's tempting, but doesn't work. If you have the self-control and the presence of mind to say, 'I have a problem. Will you help me?' you are much more likely to get cooperation from the other person."
There is a temptation for people in charge to say 'This is how I deal with people - like it or lump it.' But if you want to influence others then it's about what motivates them, not what motivates you.
On the other hand there are bad managers who are so good at relating to people that they never actually get the job done. They are too soft and caring to inspire hard work and positive energy.
Build in accountability to your staff's responsibility