Dressing up… dressing down…

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...
Difficult customers in COVID times

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...
Post-coronavirus customer service

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...
Communication without words

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

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...
33 Ways to NOT be Assertive

33 Ways to NOT be Assertive

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