Preparing your team for customer service training

How to prepare and engage your team for customer service training I’m just putting together the finishing touches for two customer service training workshops I am delivering next week. But I can’t do this alone. When carrying out any training – customer service training or otherwise – what happens before and after is just as […]

I don’t have the authority

Complaint Handling is an essential skill for customer facing team members. We’ve all heard it haven’t we “I’m sorry, I don’t have the authority to do that; I’ll need to get my manager.”  It’s certainly frustrating for a customer, but also demotivating for a team member knowing that they can’t resolve the problem even if […]

How to change your team members’ moods

I’m sure from time to time even your most outgoing team members have their off days – those times when they are down, flustered, bored, angry or frustrated. And of course, this impacts their colleagues. And your customers. Most people believe they can’t change their moods, but here are 4 things (including an exercise you […]

A-Z of service culture

Here is a summary of my mini video series on the A-Z of Creating a Service Culture. Find the full series here:   A for attitude To help you create and maintain your service culture only recruit people with the right attitude who fit in with your service culture and you are confident can deliver excellent […]

Ways with Words and how they impact customer experience and service culture

Do you remember the saying “sticks and stones may break my bones, but words will never hurt me”? Won’t they? Ask any experienced marketing copywriter and they’ll be able to tell you just how powerful words can be in creating both positive and negative emotions, and prompting people to take notice, put up barriers or […]

Fluff Busting

A useful complaint handling technique Do you ever find yourself having conversations with a customer (particularly when complaint handling) or team members and then they say to you at a later date, ” No, that’s not really what I meant!” and you realise that you have completely misunderstood them? Or they misunderstand you; you’ve made […]