Give this to your team so you can relax and smile….so can they.
Read More
Customers are going to need your team to be excellent at this one thing - especially during COVID-19.
Read More
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.
Read More
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.
Read More
Get your hands ready…..it’s time to give your team a massage! But, before you panic, you only use your hands to hold a pen and maybe a coffee/tea cup as this massage involves no touching. Read on to find out how to massage your frontline customer service team, the right way.
Read More
It’s not what you think - it’s better. Read on to get your team playing to win.
Read More
What is an introvert? What is an extrovert? Which one is a better fit for all day customer service? Read on to find out - you might be surprised.
Read More
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.
Read More
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.
Read More
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.
Read More
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.
Read More
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.
Read More
You’ve allocated the time and you’ve spent the money but if you don’t do this, you risk losing more than time and money.
Read More
When I see a frontline employee’s eyes well with tears after a difficult customer interaction, I support them and then I blog.
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
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
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