Show your team some love

You might be doing all the right customer service training, but however much you invest in the training, unless you show your team you care about them as much as you care about your customers and your bottom line they are unlikely to demonstrate the behaviours and deliver the customer experience you’d hope. I believe […]


What great looks like

Do your team know what great looks like? As part of your customer service training by defining what great customer service looks like the better your team understand your end goal and the easier it will be for them to deliver the customer experience you are aiming for. It’s not just about the behaviours you […]


If you don’t want wasted time and effort

When carrying out customer service training as well as sharing knowledge (e.g. about your products) we are developing skills, and skills require practice and feedback to get them right and build confidence. During the training you would have established the standards, your expectations, and hopefully people will have had a chance to practise their skills […]


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 […]