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

Do you ever find yourself having conversations with a customer 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 a comment that’s been mis-interpreted? How does this happen? Because […]


A Crazy Commitment

Creating a Service Culture If you’ve been following me for any length of time you’ll know I love sharing ideas and tips to help you engage your team and/or make your customers experience even better. So earlier this week I made a crazy commitment… That I would share a video a day for 26 days on […]


Delivering Customer Service Skills in House

I sometimes hear managers and even business owners commenting: “What’s the point in training people if they then leave?” They might also ask the question the other way round, and ask “What if I don’t train them and they stay”! A lack of investment in your team might even be the very reason they leave. […]


Freshen up your refreshers

21 customer service training ideas to help freshen up your refreshers If January is a quieter month for you now might the time to address your refresher training. Refresher training is important in any area, and customer service is no exception. Without reminders it’s easy for service to stagnate and standards to slip. Consistency in […]


Big Rocks

Complaint handling  – It’s all too easy to wait until something has gone wrong to discover your team are not that confident or competent in dealing with complaints, only to end up with a niggling customer complaint escalating into a major problem. That’s because it’s all too easy to let these proactive (big rocks) shift down […]


Don’t kid yourself you’ll remember

Customer Retention and Employee Retention post-Christmas I know planning for next Christmas (or any other busy period) is probably the last thing on your mind just now. But if we don’t take stock now of how this year has gone, we’ll be missing out on the opportunity to learn from the experience. Don’t kid yourself […]


I don’t care how busy you are!

Maintaining customer service standards when busy Here’s my second article related to customer service during the Christmas Season. If you’re busy in the weeks leading up to Christmas, or over Christmas and New Year itself I’ve written this with you in mind. But if you want to maintain your customer service standards, most of the […]