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

Customer Service Excellence Building Organisational Cultures Finance sector Housing Sector Management Development Resilience & Wellbeing Thriving Through Change Training eLearning

Social housing: Embedding the behaviours required by the Competence and Conduct Standard

Turning behavioural expectations into everyday practice As the Competence and Conduct Standard moves closer to implementation, social housing providers are increasingly asking the same question: how do we move beyond policies and ensure professional behaviours are consistently demonstrated in practice? The conduct expectations within the Standard will apply from implementation. This means providers need to ensure professional, respectful and accountable behaviours are embedded […]

Empathy in Customer Service: Strategies for handling challenging situations

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Pathway to thriving and success: building your team’s resilience 

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Delivering Service Excellence in a Human and AI World

AI is transforming customer service at pace. Organisations are seeing real benefits as technology supports faster resolution of straightforward queries, improves efficiency and creates greater accessibility for customers. This shift creates a powerful opportunity. As AI supports structured, repeatable interactions, your people focus on the conversations that shape customer experience, trust and long-term relationships. These are the moments where the difference is […]

Mastering Three Vital Customer Service Skills in Frontline Financial Services

Working across the financial sector globally has consistently demonstrated the importance of three key customer service skills for frontline teams. Creating positive customer experiences, building trust and retaining customers requires a strong balance of people skills alongside technical knowledge. Whether handling a routine query, resolving a concern or delivering unwelcome news, a customer service representative’s approach can make the difference in the relationship […]

Collaborative Listening – the key to effective communication

As professionals, we understand that good listening skills enable us to form meaningful relationships and connections that are founded on trust and collaboration and result in positive, highly productive outcomes. Sometimes, amidst constant communication and our efforts to keep the plates spinning, the need to put conscious effort into our listening skills slips under the […]

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