The Customer Service Training Company

On the road to successful customer service, the first step is to make a connection with the customer – and that connection is strongly influenced...

Christmas is going to be different this year, no doubt about it. People are struggling with the latest rules, prohibitions, permissions and...

Okay, in all honesty, the above title is a bit clickbait-y. This article is not going to tell you how awful home working is. Nor how everyone...

Customer service can be difficult at the best of times. But when the customer is currently living through a global pandemic, perhaps confined to...

Emotional intelligence, EQ. Never mind what it is for a moment (you undoubtedly have an idea, anyway). The key question is: on a very practical...

There’s no doubting the impact of the coronavirus on our work and lifestyles and it’s far from over. COVID-19 has changed all our habits and that...

If you’re in a call centre setup, or maybe some other kind of service or helpdesk scenario, then you know all too well the perils of the...

It’s the art of non-verbal speaking and we are all experts in the sense that we do it naturally and unconsciously, transmitting information...

Anybody on the customer service ‘front line’ knows you need to be resilient. For every charming customer with a simple question or...

Aiming for excellent transactions with your customers, meeting their needs, providing value for money, creating loyal regular users… all common...

We’ve all had a lacklustre, by-the-numbers customer experience. The fake, plastic monotone, “Would you like fries with that? / Thank you for...

We’ve all heard somebody say, “I was too assertive.” Well, unfortunately for that somebody, there’s no such thing as too assertive. Assertiveness...