The Customer Service Training Company

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...

When was the last time someone really paid attention to what you were saying? What was it like? Felt good, didn’t it? And you probably carried on...

Whether your customer service is good, bad or mediocre (guess which one of those should be your minimum standard?) depends to a large degree on...

Last time, we looked at the importance of great customer service, why it’s important to your business, and broadly speaking, how to recognise it...

We’ve all heard the old truism, the customer is always right. And while we don’t necessarily believe it’s literally true (Have you ever been...