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
Collaborative Listening – the key to effective communication
As professionals, we understand that good listening skills enable us to form meaningful relationships and connections that are founded on trust and collaboration and result in positive, highly productive outcomes. Sometimes, amidst constant communication and our efforts to keep the plates spinning, the need to put conscious effort into our listening skills slips under the […]
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How to maximise the value of internal feedback
In a recent article, we looked at ways in which Customer Service teams can deal positively with customer feedback and complaints, and how we can use these opportunities to build strong relationships and customer loyalty while also improving our service. Being equipped with the skills and confidence to enable us to give feedback positively and constructively to […]
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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 […]
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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 […]
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Six steps to confident conversations for managers and teams
Being confident and positive in our conversations with colleagues, customers, suppliers and stakeholders will ensure we are able to manage every situation that comes our way in a constructive, appreciative and empathetic way. This will reap dividends for everyone concerned; being able to manage any conversation we have at work efficiently and appropriately will ensure […]
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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 […]
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