Frontline employees need to be prepared for worst case scenarios. They can and do happen and they can leave staff feeling upset, anxious and wanting to quit.
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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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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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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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If your business goes into overdrive around the festive season, it can be tempting to allow your customer facing staff to turn into robots. Most customers loathe having to queue and if staff are only concentrating on speed, this will quickly see them forget to be bright and friendly and before you know it, you have grumpy customers and grumpy staff.
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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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For many businesses, following up after a sale or any kind of customer contact is something often considered an optional extra in their service provision. Many businesses encourage their staff to simply provide the customer with what they came for, and let them go on their merry way once they have got it. The priority after this is to go ahead with doing your job in respect to other customers.
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Staff who interact with customers should be the Superheroes of a business BUT, even Superheros have to control their super powers. Read on to find out how to put some shhhhh into your Superheroes - or risk them turning into "Super annoying" in the eyes of your customers.
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