It’s a simple thing that doesn’t take much time but it is often forgotten when so much else is going on. Don’t forget, do it now .
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2 of the 3 P’s are uncontrollable and they can lead to customer complaints. Read this to now find out what the 3rd P is and how it can reduce complaints and increase compliments.
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Customers are going to need your team to be excellent at this one thing - especially during COVID-19.
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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.
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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.
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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.
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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.
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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.
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Get it right and you will be considered a superstar, get it wrong and well….it’s not pretty. Read on to find out how to identify a frontline superstar.
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You 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.
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You 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.
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If some of your team are playing the “older and/or wiser” card and making it hard for you to motivate them to greatness, I feel your pain. Read on to see what I did to get my owls flying higher.
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This may be too much for you and your team OR it could be the thing that saves you time and takes your customer service team from good to exceptional. It’s up to you…
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How do you decide the who, what, when, where, why and how of staff training? It’s not that complicated when you have the steps. Get the first step here.
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When I see a frontline employee’s eyes well with tears after a difficult customer interaction, I support them and then I blog.
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To eradicate this mistake, you may need to think differently and it may require a change that might hurt at first. BUT the benefit will have you wondering why you didn't do it sooner.
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Whether it’s a face to face, Skype to Skype or phone to phone meeting, don’t make the mistake of leaving out these 2 things.
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The water was rising around me and I had no clue it was happening. I made Mistake #4 over and over again, until I nearly drowned. Take 3 minutes to read this and learn from me.
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I love a good Christmas carol and I can sing them like no-one else (surely no-one can sing as bad as I do!) But if you or your team are wondering how you will survive through to Dec 25 without going a little bit crazy over the replayed Christmas carols, give this a go.
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Tick Tick Tick. You don't get forever to delight your customers.
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