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.
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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.
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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...
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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.
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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.
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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.
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"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.
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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.
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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.
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The #1 problem managers have with customer service staff is all about big BUTS. Read on for the solution.
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Induction for front-line customer service employees is when they work out if they can do it their way, your way or both ways.
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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.
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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.
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You've probably had to deal with this customer more times than you would like to admit. They are very dangerous and before you know it, they can do more harm to your business than any other customer.
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Is your business located in the City or the Country? Read on to find out why country based businesses provide a better level of customer service than city based businesses.
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Did you know there are 7 Mistakes that businesses make that stop them creating a culture of service excellence? Read on to check if you make any or all of them and what you can do to never make them again.
Read MoreRelax. Here are 17 things you can do to kick off 2017 the right way. No thinking required - just do.
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Today 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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At 5.45am this morning, I stumbled out of bed and got myself to a 7am breakfast event run by the Geelong Chamber of Commerce. After I found the coffee machine and inhaled 2 cups of the good stuff, I somehow managed to sit at the wrong table. I was having a great chat to some really lovely people and then was advised of my seating error. I waved bye bye to my news friends and relocated to my appointed table.
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I took 18 months and was fun and challanging and frustrating and in the end, very rewarding. Rewarding to now know that it is doing what I wanted it to do. Raed on to find out why I had to do it and how it might just help you.
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