If you’re spending too much time answering questions and being interrupted by your customer service or frontline team, then read on to find out the 2 things you can do that will ease your load and make your team feel valued.
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Sometimes customer service staff sulk, huff, puff, moan and pout. It’s the adult version of a child wanting attention or feeling feelings that they don’t know how to communicate with words. We all feel like that some days but when it happens in the workplace, as a leader you need to address the problem fast or you risk damaging your reputation.
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The reasons are common and we agree with them all becuase there are times when customer service training is most certainly a waste of time and money. But when not done at all, your business is taking a risk …a big risk.
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You’ve advertised, you’ve interviewed and you’ve set start dates, but 95% of our customers miss the next vital step and spend months trying to rectify this problem. Read on so you don’t make the same mistake.
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Customer service professionals are really just kids in adult bodies and like kids, adults also like to hear when they do good work. BUT, not every adult likes a big song and dance about their success.
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As the old quote goes, we hire for skills and we fire for behaviours so if that is the case, wouldn’t it be more useful to know about the behaviours side of things before we hire? Read on to save time and money when seeking to hire frontline customer service staff.
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If you identify with the heading of this blog, then read on. If you want to do something to support and to thank frontline customer service staff then this is for you too.
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It’s a simple thing that doesn’t take much time but it is often forgotten when so much else is going on. Don’t forget, do it now .
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2 of the 3 P’s are uncontrollable and they can lead to customer complaints. Read this to now find out what the 3rd P is and how it can reduce complaints and increase compliments.
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Customers are going to need your team to be excellent at this one thing - especially during COVID-19.
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We all tell someone when we don’t get great service, because venting makes us (the customer) feel better. Did you know that grumpy customers are great for business? Read on to find out why.
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It’s time all customer service staff had their own magnifying glass. Why? Read on to find out how this one tool is the key to motivating staff to delight every customer.
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Delivering bad news to a customer is rarely fun. Read on to find out how to do it professionally and how to turn an upset customer into a customer for life.
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Providing excellent face to face service all day, every day with every customer is not always possible by all staff BUT with these 5 steps it makes fake seem real.
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Every customer has a service rhythm and if staff are out of sync with a customer's service rhythm, its uncomfortable, kind of weird and staff and customers end up frustrated. Read on to get your staff and customers synced up.
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Get it right and you will be considered a superstar, get it wrong and well….it’s not pretty. Read on to find out how to identify a frontline superstar.
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You don’t have to be in the food industry to learn a BIG lesson from this blog. Read on or beware, your team could unknowingly be providing service so bad that customers never come back and never forget.
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You don’t always have to make mistakes to learn. In this blog, I share how the mistakes of others can show you how to create a learning event that educates and motivates.
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If some of your team are playing the “older and/or wiser” card and making it hard for you to motivate them to greatness, I feel your pain. Read on to see what I did to get my owls flying higher.
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This may be too much for you and your team OR it could be the thing that saves you time and takes your customer service team from good to exceptional. It’s up to you…
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