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 […]
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 […]
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 […]
When I ask managers what’s important to their team members it’s usually quite revealing when I get an all too common responses of “money and a quiet life”, or “I don’t know what makes them tick”. The former might sometimes be the case to an extent, but sadly it’s often an assumption. The only reason […]
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 […]
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. […]
So here we are at the end of the first full week back to normal after all the festivities. How good has employee productivity been so far? As a business owner you’ve probably plans, hopes or dreams for the year ahead. But for some, being back at work in January doesn’t always have the same attraction. […]
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 […]
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 […]
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 […]
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