The Customer Service Training Company

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...

Admittedly, the title of this post is a little strange. However, in case there’s any doubt, it is not a recommendation! More of an...

We’ve all heard (and maybe dreaded) the phrase from a disgruntled customer, “I want to speak to your manager.” But if you’re the manager in...

We’ve all heard (and maybe dreaded) the phrase from a disgruntled customer, “I want to speak to your manager.” But if you’re the manager in...

As we mentioned in a recent post (The Art of REALLY listening to the customer) in customer service, “Before you can help, you need to...