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
How does customer service training improve NPS, CSAT and customer service metrics?
The customer service training that has the greatest impact on Net Promoter Score (NPS), Customer Satisfaction (CSAT) and other service metrics focuses on practical people skills that improve every customer interaction. Skills such as empathy, ownership and responsibility, active listening and solution-focused communication help people build trust, resolve issues confidently and create positive customer experiences […]
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How Can You Improve Customer Care in Your Organisation? 5 Practical Ways That Make a Difference
The best ways to improve customer care are to strengthen listening, capture and act on customer feedback, focus on what is possible, use positive, solution-focused language and learn from every customer interaction. Together these five approaches help organisations build trust, improve customer satisfaction and create consistently excellent customer experiences. Customer care sits at the heart of service […]
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The Competence and Conduct Standard: Leadership Will Define Success
The Competence and Conduct Standard invites leaders to create organisations where professionalism, accountability and exceptional customer service become part of everyday culture. This is driven by people genuinely caring and wanting to deliver exceptional service. This is a powerful opportunity to lead the sector into a place where residents truly trust and value their social landlord. Leadership is the real differentiator The Standard places clear […]
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What Do Customers Really Want? 10 Customer Needs That Shape Every Service Experience
What do customers really want? Customers are typically looking for: Understanding these core customer needs helps customer service professionals deliver positive experiences, strengthen relationships and improve service performance. What do customers really want? Why do customers do the things they do? What makes them satisfied with a service experience? What creates positive emotions and builds confidence in […]
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How to De-Escalate Challenging Customer Situations: The Time Out Formula
How do you de-escalate a challenging customer situation? One of the most effective ways to de-escalate a challenging customer situation is to use a structured Time Out, creating space for calmer communication, clearer thinking and better outcomes. A Time Out allows service professionals to reflect, investigate and identify the best next steps while reassuring the customer that progress will continue. Customer service […]
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How to Show Empathy in Customer Service: 6 Steps That Help Customers Feel Heard and Supported
What are the 6 steps to show empathy in customer service? The six steps to showing empathy in customer service are: listening carefully to customer feedback, acknowledging the impact of the situation, focusing on helpful action, asking questions to understand the customer’s perspective, using positive solution-focused language and following through on agreed actions. Together, these steps help […]
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