Tools & Resources
28 Activities to Engage, Energise and Excite your Team in Customer Service
When only 1 in 3 employees are engaged at work (that's according to Gallup's 2017 State of the Global Workplace study) and 51% are “not engaged” where does that leave your customers' experience?
Customer Journey Audit Checklist Hotels
If you run a venue where the customer comes to you for the experience (such as a hotel, attraction or event venue), you know that so often it’s the little details that can make such a difference to the customer...
BOOKS & PRINTED GUIDES
From Tragic to Magic
Have you ever had a bad customer experience and wanted to complain but just thought it wasn’t worth the effort? It’s too much trouble to find someone, no one seems interested, if you complain it won’t do...
Show You Care
Unless your team feel you care about them they are unlikely to care much about you, your business or your customers. How your team feel will undoubtedly impact how your customers feel about your business too...
Creating Service Superstars
Outstanding service tempts customers to: 1. Spend more 2. Come back more 3.Be confident in referring your business to others...
Price: £9.99 for Amazon UK
Price: $11.99 for Amazon.com
Any team is only as strong as its weakest member and the quality of your team inevitably impacts your productivity and your customer service. When you’re short of staff it’s easy to make a rushed decision, and...
Hotel Success Handbook
No.1 on Amazon (UK and US) for ‘Hotel Marketing’, the Hotel Success Handbook is both for seasoned hoteliers and those new to running a hotel. The Hotel Success Handbook is packed with practical tips and actions to improve business results...
Gaining From Training
117 Tips, tools and tactics to help you to get the maximum return on your investment in customer service training.It’s estimated it costs anywhere from 5 to 8 times more to gain a new customer than it does in getting repeat...
7 Reasons Customer Service Training Fails
If you’re frustrated your customer service training isn’t working, and you’re not giving your customers a consistent customer experience...
7 Big Mistakes That Lets Repeat Business Slip Though Your Fingers
The 7 Big Mistakes Experience-Based Businesses Unwittingly Make That Lets Thousands of Pounds Worth of Repeat Business Slip Through Their Fingers...
Creating Service Superstars Workbook
Employee Engagement 7 Big Mistakes
Are you making any of these 7 Big Mistakes Business Owners (or their managers) Unwittingly Make - Resulting in High Staff Turnover, Low Productivity or Inconsistent Customer Service?
21 Ways To Wow Your Customers
Here are 21 Ways to Wow Your Customers that won't cost you a fortune. In fact many of these will enable you to SAVE money as you’ll be able to invest less in marketing to get new customers...
Your Team Productivity Indicator