It's that time of year; end of year celebrations and functions. Did you know that workplace socialising can make some employees want to run for the door? Read on for 5 ways to thank and delight the "quiet" types.
Read More
Tick Tick Tick. You don't get forever to delight your customers.
Read More
Will you and your team pass the customer service test? Check out the 10 things here...
Read More
Saying NO to a customer can leave some staff running and hiding. For others it can be one of those tasks that sit on the P Pile. Learn about the P Pile and sort it out today.
Read More
Seeking new staff to join your front line team? Make sure you ask this 1 question in the interview so you can gauge their ability to handle the tough times.
Read More
When did you last attend or run a customer service meeting? A well run customer service meeting is gold for every business but if any of the 7 toxic behaviours crop up, you better know what to do.
Read More
Customers who yell are not in control of their emotions and it's exactly then that you have to be in control of yours. But that's not always easy. Read on to find out how...
Read More
How do you motivate staff to attend workplace training? Why do staff think they don't need customer service training? What can you do to stop staff calling in sick on PD days? Read on for the solutions...
Read More
If you're tired of the people part of your job and considering if there is a better job out there, read on to make sure you're not taking some of the problem with you when you leave.
Read More
How many time have you used your Superpower today? Read on to find out what it is and see why kids do it better than adults.
Read More
Sometimes customer service staff can over sell their service and this can be just as big a problem as not providing service at all. Read on to find out how to remove over selling from your team.
Read More
If you wonder if you or any of your team have BSF, read on. It's a very real problem but it can be solved.
Read More
"I was so pleased that customer was rude and yelled and me" Said no customer service provider ever. So how do you help your team handle those customers? Read on to stop a bad situation from going viral.
Read More
Frontline employees need to be prepared for worst case scenarios. They can and do happen and they can leave staff feeling upset, anxious and wanting to quit.
Read More
When was the last time you checked the batteries on your customer service lights? They don't keep full power for ever - but you can fix that.
Read More
We all love some time away from work but first day back can be tough. Whether you or your team are recovering from a chocolate coma, too many late nights or simply wishing for more time off, read on for 15 ways to get your Frontline back into top service form sooner, rather than later.
Read More
The #1 problem managers have with customer service staff is all about big BUTS. Read on for the solution.
Read More
Induction for front-line customer service employees is when they work out if they can do it their way, your way or both ways.
Read More
It's a very human response to do this when a customer has been difficult to deal with. But doing it can make the situation worse, so much worse.
Read More
Come on....how hard can it really be for frontline employees to provide consistently excellent customer service? Just smile, listen and be polite - right? Wrong.
Read More