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.
Read MoreEvery 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.
Read MoreYou 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.
Read MoreYou 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.
Read MoreThe good old email survey - some customers love them.....or do they? Get it wrong and you can create more problems than you are aiming to fix.
Read MoreOf all the 7 Mistakes, this is the one that can really increase your workload.
Read MoreSeeking 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 MoreHow 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 MoreWe 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 MoreThe #1 problem managers have with customer service staff is all about big BUTS. Read on for the solution.
Read MoreToday I had a fan-bloody-tastic Customer Service Analysis (CSA) meeting with a potential new customer. When I started my business Lightbulb Training Solutions, I wanted to work with employers who “Got IT”. What is IT you say? Well, my potential new customer summed it up in 2 words – Tom O’Toole.
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