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Positive language is key to success

When we begin our communications with clear, positive language, we set the tone for the entire conversation by making the other person more receptive, able to listen and open to solutions. Understanding the significance of starting all communications with positive language is critical to providing excellent customer service because it enables us to build rapport […]

Taking control with a customer service ‘pause’ – a powerful tool to aid positive customer interactions

Customer service teams who are equipped, through training, with the skills to remain calm and in control of their emotions, responses and behaviours will rise to challenging situations and achieve excellent outcomes, whatever comes their way. Having the ability to step back, self-manage and rise above uncertainty is a powerful skill that can be learned and […]

The golden rule to deal positively with customer complaints

When handled properly, complaints provide us with powerful opportunities to build strong relationships and customer loyalty while also improving our service. That is why it is essential to equip Customer Service teams with the resilience, motivation, and resources to step up and embrace potentially more challenging customer interactions, particularly now as we adjust to new […]

Setting the right mindset for 2022 with Customer Service Training

Customer Service Training is an important foundation stone for any organisation serious about delivering excellent customer experiences; our experience shows that one of the most vital elements that any customer service training should provide is a positive, optimal mindset which is essential for delivering excellence to customers and colleagues in every service situation. As we head […]

The magic formula for Customer Service Training excellence

Exceptional customer service is the key to loyalty, retention, business growth and profits and involves a set of skills which should combine in every service opportunity to create success and satisfaction. As we continue to navigate our way through varying degrees of change and uncertainty such as unexpected requests to work from home, it’s more […]

Is your organisation truly customer-focused?

When we talk to our customers it’s often clear that a key strength they seek to develop in their customer service teams is an innate ability to take ownership and be truly accountable for their actions and overall service outcomes. They recognise there is an opportunity to empower their teams with the right mindset and […]

How company values can underpin excellent customer service

Following on from our recent blog where we looked at ways in which company values can offer a clear pathway through transformational change, it’s equally important to appreciate the impact your values have on your team members and their ability to have more positive day-to-day interactions with customers and colleagues for consistently outstanding outcomes. When […]

Three steps to excel in written communications

Consistent, effective written communication is a key foundational skillset for everyday internal and external business documents and directly reflects your company’s overall ethos and values. Clear, incisive correspondence improves company culture while demonstrating to everyone that your business values clear communication and professionalism. It can help people to understand their respective roles and responsibilities as […]

Six steps to excel at handling customer complaints

As we all know, when handled effectively, complaints can present us with powerful opportunities to build strong relationships and customer loyalty while also improving our service. That’s why it’s essential to ensure that Customer Service teams are fully trained, and equipped with the resilience, motivation and resources to step up and embrace these potentially more […]

Five steps to a compelling customer service wrap up

As Customer Service professionals, we can acknowledge the importance of delivering a clear and specific wrap up to every service interaction so that we inspire confidence and certainty in our customers and colleagues in our ability to deliver a timely and satisfying outcome. If we take a moment to step back and reflect on some […]