7 Customer Service phrases to avoid… especially in a pandemic? We’re all fluent in customerservicespeak, especially those throwaway clichés often heard over the phone. For example, “Your call is very important...
Customer service – online tips Old customer service wisdom suggests that a satisfied customer will tell a couple of people about their good experience but a dissatisfied...
Dressing up… dressing down… On the road to successful customer service, the first step is to make a connection with the customer – and that connection is strongly influenced...
A very COVID Christmas – deck the halls with masks and sanitiser Christmas is going to be different this year, no doubt about it. People are struggling with the latest rules, prohibitions, permissions and...
Working from home – not all it’s cracked up to be? 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...
Difficult customers in COVID times Customer service can be difficult at the best of times. But when the customer is currently living through a global pandemic, perhaps confined to...
Emotionally intelligent customer service 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...
Post-coronavirus customer service 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...
Good call control – guiding the customer 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...
Communication without words 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...
Resilient customer service Anybody on the customer service ‘front line’ knows you need to be resilient. For every charming customer with a simple question or...
What is your customer experience strategy? Aiming for excellent transactions with your customers, meeting their needs, providing value for money, creating loyal regular users… all common...