Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
How well equipped are your Customer Service teams to handle complaints and feedback?
Is everyone in your organisation’s customer-facing roles equipped with the required skills and knowledge to effectively manage complaints? The points listed below will help you to assess how prepared they are and any gaps that may exist to inform you of any training that you might need to put in place. Do your team […]
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Building a Business Case for Training: 5 Considerations to Secure Stakeholder Support
When presenting the case for budget approval for customer service training, you want to be as sure as you can that the outcomes from that training really stick and that any programme will deliver improvements in business results. To contend for budget against other spend, senior teams are looking for as much certainty as possible […]
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6 steps to show empathy in customer service
Being skilled in demonstrating empathy opens the door to positive collaboration with customers which could otherwise be closed if we missed the opportunity. It starts to lay the important foundations for building customer satisfaction by showing that we care, can be relied on and trusted and are committed to finding solutions to customers’ issues. […]
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10-step formula for successful complaint handling
Capitalising on the fact that complaints provide an excellent opportunity to learn and develop stronger, more collaborative relationships with customers gives a strong rationale for ensuring our teams are well equipped to handle these situations. Our proven formula for handling complaints has given thousands of service providers around the world the confidence to positively manage […]
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Mindset matters – how to excel at managing complaints
Equipping everyone in your organisation with the ability to positively handle any complaint or feedback, however it is received into the organisation, is a tipping point for customer satisfaction. This is extremely important because when a complaint or any feedback comes into an organisation it is a well-documented and researched fact that how we respond […]
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The power of the ‘Time Out’ formula in delivering customer satisfaction
Finding ways to help manage customer service situations to a successful and positive outcome, as well as providing support to service professionals to help, builds resilience in them and leads to better outcomes for all. As we know, sometimes the questions, complaints, feedback or challenges given to our service team members can be unexpected, complex […]
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