Your X-factor isn't about being flashy—it's about knowing your natural strengths and using them to make customer service more human, more helpful, and more you.
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Getting screamed at, threatened, or worse—worst-case scenarios in customer service are real. Cate Schreck shares personal stories, survival tips, and how to manage these moments with strength and support.
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Bottling things up at work never ends well. In this honest and humour-filled blog, Cate Schreck shares real stories and practical advice on why venting matters—and how to do it the right way.
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Employers have high expectations, but what exactly are they looking for? From communication to workplace culture, we break down the key skills and offer real-world solutions—served with a side of humour.
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From personality clashes to communication breakdowns and the inevitable "slackers," navigating team dynamics can be a minefield. This blog dives into the common challenges that turn "dream work" into "hard work," offering practical solutions to help your team thrive.
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The word "sales" often brings to mind pushy tactics, but the truth is, we're all in sales, even if we don't realise it. As a customer service professional, your role extends beyond transactions; it's about building relationships and creating positive experiences. Whether you're directly selling products or simply representing your company, every interaction shapes customer perception.
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Customer service isn't always easy. But with the right mindset, it can be incredibly rewarding. This blog explores the challenges and rewards of working with customers, and offers tips for maintaining a positive and productive attitude. Learn how to reframe your perspective and embrace the opportunities that customer interactions present.
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This blog explores the delicate balance between quality and quantity, and how to find the right approach for your business. Learn how to understand your customers, set clear goals, and leverage technology to deliver exceptional service while maintaining efficiency.
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In customer service, how you present yourself matters as much as what you say. This blog explores the importance of presentation skills in creating a positive and lasting impression on customers. Learn how to dress the part, use effective body language, communicate clearly, and actively listen to build rapport and trust.
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This blog explores the art of going above and beyond in customer service. Discover how exceeding customer expectations can build trust, create loyalty, and differentiate your business. Learn tips for providing exceptional service and creating a positive and memorable experience.
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Ever felt like you're walking on eggshells around certain customers? This blog explores the 10 deadly sins of customer service that can annoy even the most patient customer. Learn how to avoid these pitfalls and create a positive and memorable customer experience.
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Ever felt like you're being watched? This blog explores the world of mystery shoppers and their role in assessing customer service. Learn how mystery shoppers can help businesses improve and how to embrace the mystery shopper experience.
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Ever feel like you're talking to a brick wall? This blog explores the importance of active listening in customer service. Learn how distractions can hinder effective listening and discover tips for staying focused and engaged.
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Feeling like a customer service fish out of water? This blog explores the importance of knowledge in customer service, from product mastery to soft skills. Learn how to build your knowledge base, stay up-to-date on industry trends, and bridge the knowledge gap.
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Feeling overwhelmed by a never-ending to-do list? This blog explores the challenges and benefits of multitasking in customer service. Learn how to prioritize tasks, manage distractions, and maintain focus while providing exceptional customer service.
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Feeling burned out in customer service? It's time to ignite your internal spark! Discover how internal motivation can transform your work experience, boost your engagement, and enhance your problem-solving skills. Learn how to find your "why" and turn customer service challenges into opportunities for growth.
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What if complaints were actually a chance to turn things around? This blog explores how to handle complaints strategically and transform unhappy customers into loyal fans. Discover the benefits of handling complaints effectively, like gaining valuable feedback and creating customer advocates. Learn how to diffuse tense situations, listen actively, and find win-win solutions.
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Generational gaps can lead to misunderstandings in customer service. This blog explores how understanding these differences can help you provide exceptional service to everyone. Learn about key characteristics of Baby Boomers, Gen X, Millennials, and Gen Z. Gain tips for offering a variety of communication channels, personalising interactions, and embracing technology.
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Feeling like work is a slog? Fun isn't just for Mickey Mouse! This blog explores how a little lightheartedness can boost employee morale and creativity, improve customer interactions, reduce stress, and build stronger teams through shared laughter and play.
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Feeling overwhelmed by demanding customers? Does their frustration trigger your own? Customer service requires emotional intelligence (EQ) as much as technical knowledge. This blog explores the science behind emotions and how EQ can help you.
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