When customer service staff have no control, they have full control.

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.

Employees, Owners/ManagerLightbulb Training SolutionsMay 26, 2022Customer Service, soft skills, workplace training, frontline staff, feedback, control

What frontline customer service staff need from you

What do frontline customer service staff need from their Manager so they are polite, positive and professional with every customer, everyday? Read on to find out but only if you are willing to do 1 thing…

Employees, Owners/ManagerLightbulb Training SolutionsJanuary 26, 2022frontline staff, Customer Service Training, soft skills, Emotional Intelligence, workplace training

What frontline customer service staff fear most about 2022

It’s a new year but is anything different for our frontline customer service staff and what can you do to make 2022 better for you and your team? Read on for the 1 thing you can do that costs nothing and will help you sleep at night…or during the day, no judgement.

Employees, Owners/ManagerLightbulb Training SolutionsJanuary 14, 2022frontline staff, Customer Service Training, soft skill training, soft skills, Dealing with difficult people, Handling Complaints, Emotional Intelligence

3 things to do before engaging a customer service training provider

Finding an external training provider is not always easy. Infact, it can be time wasting, budget draining and soul destroying! Read on to find out the 3 things you can do to make the search for an external training provider be time, budget and soul friendly.

Employees, Owners/ManagerLightbulb Training SolutionsDecember 20, 2021Customer Service Training, soft skills, Emotional Intelligence, frontline staff, Staff Behaviours, Educating and Motivating Staff

Why customer service staff hate customer service training.

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.

Employees, Owners/ManagerLightbulb Training SolutionsNovember 24, 2021Customer Service, Customer Service Training, Workplace Training, soft skills, customer training, frontline staff

The essential book for fatigued, anxious and angry frontline customer service staff

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.

Owners/Manager, EmployeesLightbulb Training SolutionsSeptember 20, 2021frontline staff, customer service, complaints, Handling Complaints, workplace training, employee satisfaction, Emotional Intelligence, customer complaints, Customer Service

How to eliminate complacency from customer service teams

Ever thought this about customer service staff…“Why do I have to remind staff to arrive early enough to have a chat, grab a coffee and be ready to start on time and not rush in the door and still be fumbling around 15 mins into their shift?” OR ““My frontline team are split - some are great, some do only the bare minimum and some seem determined to undermine me at every step” Read on if this is you….

Employees, Owners/ManagerLightbulb Training SolutionsSeptember 7, 2021customer service, frontline staff, soft skills, csutomer service training, workplace training, customers

How to indentify excellent customer service staff during interviews

I you’re having trouble identifying frontline customer service candidates who have excellent people skills, this blog is for you. Read on so you can save time by sorting out the good from the great and you can build a team of Customer Service Professionals - anything less means more work later.

Employees, Owners/ManagerLightbulb Training SolutionsAugust 31, 2021Customer Service Analysis, Customer Service Training, frontline staff, Staff Behaviours, soft skill training

How to lead a customer service team out of complacency

Complacency in frontline customer service staff is a BIG problem. If you ignore it, it will spread across the team so read on to find out if complacency is in your team and how to remove it now.

Owners/ManagerLightbulb Training SolutionsJune 19, 2021customer service skills, soft skills, frontline staff, Leadership, Performance Management

What to do if Corona Virus is impacting your team

Whilst we can wash our hands, cover our mouths and hope for the best, we need to give our frontline staff more during this time of uncertainty. Read on to find out how you can lead your team to calm.

Employees, Owners/ManagerLightbulb Training SolutionsMarch 13, 2020customer service staff, soft skills, frontline staff, corona virus, cate schreck

Customer Service - why 'old fashioned' still works the best

When it comes to delighting customers, you have no time to waste. Take 3 minutes to read this and save hours.

Schools, Owners/ManagerLightbulb Training SolutionsMay 8, 2019customer service training, soft skills, frontline staff, people skills, workplace training

How Kermit can cause customer complaints

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.

Owners/Manager, Schools, EmployeesLightbulb Training SolutionsJanuary 31, 2019frontline staff, The A - Z of Service Excellence, Customer Service, Service Excellence, Soft Skills, Cate Schreck

How 1 employee stopped a customer riot.

The frontline is where the action happens and it takes a super skilled frontline employee to look after the needs of everyone, especially divisive customers.

Employees, Owners/ManagerLightbulb Training SolutionsJanuary 16, 2019frontline staff, Customer Service Attitude, Soft Skills, Customer Service Training

What to do if people at work are the reason you want to leave.

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.