On one of the workshops I was delivering last week we were discussing the use of positive language. One of my pet hates is the response “no problem”. So we got into a discussion on why “No problem” is a problem… Firstly, our brains are not very good at processing negatives. So, if we tell […]
78% of employees don’t feel recognised! That’s according to Debra Corey – one of the many interesting speakers at last week’s “The Caterer People Summit”. That’s a pretty shocking – and sad – statistic. She also cited of the money spent on employee recognition, 87% is spent on recognising long service (which is unlikely to […]
One of the workshops I was delivering last week was for a group of new supervisors. I love delivering this type of training, particularly when the participants are so eager to learn. One of the things we discussed was the importance of consistency. It’s so easy in an environment where people work different shifts to […]
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 […]
Engage your team after a busy Easter I hope you had a good Easter, and if you were open you were able to provide all your customers with a good time and helped make some happy memories. It’s probably back to business as usual today, but don’t forget to do a debrief. What went well, […]
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 […]
If you expect your team to cross sell or upsell or recommend additional products or services, as a minimum they must understand all the …
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 they wanted to. And of course, this wastes your time too, […]
I often get asked why I chose the name Naturally Loyal for my business. It refers to the importance of having naturally loyal customers and team members opposed to those who only stay with you because they feel as if they are being held hostage. What do I mean by that? Watch the video to […]
Here is a summary of my mini video series on the A-Z of Creating a Service Culture. Find the full series here: https://www.youtube.com/user/carojcooper/ 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 […]
Why Customer Service Training Fails … and How to Ensure Yours Doesn’t!
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“The 7 Costly Mistakes Businesses Unwittingly Make So Their Customer Service Training Fails... and How to Avoid Them”