Insights
Articles, insights, information and practical advice to help you get the results you need
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Insights
Articles, insights, information and practical advice to help you get the results you need
Chat with us
What every customer service professional needs to know – a checklist of customer needs
Why do customers do the things they do? What makes them satisfied or dissatisfied with your service? What makes them happy or irritated and angry? What do customers really want in a service transaction? The answers to these questions have been researched by Psychologists for many years and as a professional service giver, your success […]
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The power of ‘yes’ in customer services
Have you ever considered the power of saying yes to customers? In our experience, the power of this simple affirmation – that we can do what the other person wants us to do – gives great potential to build powerful and strong relationships. Interestingly, it is often overlooked by Customer Service managers as a customer […]
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The game-changing difference of positive communications
The drive for recovery is gathering a head of steam. Making sure we really stand out to our customers and show them that we are ready, willing and able to help them and that they can trust us, will make a real difference. This is best achieved through clear, positive communication that shows our customers […]
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Equipping your teams with the ability to handle whatever comes their way in the new normal
The galvanising camaraderie in the early weeks of lockdown helped frontline service teams pull together in the face of adversity. As time slips by, helping people to have the stamina to carry on is on the minds of the managers and leaders of these teams. HR professionals tell us that equipping frontline service teams with […]
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