Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
Building strength through people: How customer service training helps Social Housing excel in changing times
The social housing sector is experiencing one of the most dynamic periods in its history. From evolving government standards to increasing financial pressures, organisations are being called upon to deliver more, respond faster and maintain exceptional service, often with fewer resources. Within this climate of change lies a powerful opportunity to make a real difference: […]
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Reducing redress in financial services: A culture of empathy, ownership and solutions
In financial services, redress and compensation present valuable insight into where service can evolve. Each instance points to a moment where a customer’s need could potentially have been met more effectively and, therefore, a chance to strengthen trust and long-term satisfaction. According to the FCA’s 2024 complaints data, redress payments remain highest in sectors where […]
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Customer Service Training for Improving NPS and Key Customer Service Metrics
The goal of any customer service training should be to build the essential skills that specifically lead to improved customer satisfaction, retention and positive service metrics, including Net Promoter Score (NPS). By focusing on developing key people skills such as empathy, ownership and responsibility and solution-focus, customer service training provides people with the confidence and […]
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Supporting new managers: Building confidence and capability from day one
Stepping into a management role for the first time is an exciting milestone and offers many opportunities and challenges. For promotion to leadership to be successful as well as affirming, the right guidance and preparation is key. Many new managers find themselves navigating unfamiliar expectations, unclear responsibilities and a shift in workplace relationships – all […]
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The right mindset for change
The ability to adapt has become a core business competence and is an essential skill to thrive through change. While strategy and resources matter in any change initiative, what separates teams that thrive from those that struggle is mindset. Of equal importance is language, which shapes and reinforces mindset. When reinforced with a positive first […]
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Turning Online Learning into tangible service improvements: the blended eLearning advantage
In an ever-evolving world, customer expectations continue to rise, challenging customer service leaders to continually evaluate and enhance their service offerings. Recent research reinforces the critical importance of delivering excellent service: For senior leaders, the challenge lies in enhancing frontline capabilities without disrupting operational flow or incurring excessive costs, and this is where effective customer […]
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