Old habits die hard

You know that frustration you feel when you ask someone in your team to do something differently, and although you know they know what to do for some reason they just don’t do it! I managed to stall my car twice yesterday! Not because I don’t know how to drive. It’s simply that I’d got […]


Seeing some results

One quick win for you when you’ve delivered customer service training is to agree on some specific actions you’d like to see as a result of the training. Get your team’s commitment to these actions and allow them time to talk through how they’re going to achieve them and anything that might be standing in […]


Give staff ownership

Here’s the 12th and final part in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 12. Ownership Give individual team members ownership over particular tasks. This gives a sense of pride and ownership. And with ownership comes the desire to get things right. When […]


Enter Awards

Here’s part 11 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 11. Enter Awards Focus people’s attention on customer service by aiming for an award, competition or simply an internal league table. It can be great motivation for those with a competitive spirit: […]


Learn from Mistakes

Here’s part 10 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 10. Learn from Mistakes In any business there are times when things don’t go according to plan or mishaps happen. Review some of the things that have not gone to plan over […]


Systems and resources to support your customer service

Here’s part 8 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 8. Systems and resources How often have we heard the phrase “I’m sorry, the system won’t allow me to do that.”? Do you have systems in place which make it cumbersome for […]


Continuous improvement in Customer Service

Here’s part 7 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break   7. Continuous improvement Customer Service isn’t something you tick off your list. It’s continually evolving, and there will always be little tweaks you can make to improve your service. If you […]


Your customers’ journey

Here’s part 6 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 6. Your customers’ journey Now’s a perfect time to review your entire customer journey and all the various touch points your customers experience. I’m often amazed how frequently I come across employees […]