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
After the Housing Community Summit: how will residents experience the Competence and Conduct Standard?
The Competence and Conduct Standard was, of course, a significant theme at the Housing Community Summit in Liverpool. The discussions prompted an important question: how will residents experience the Standard through their everyday contact with housing organisations? The Standard establishes expectations for professional knowledge, skills and conduct. Its impact will become visible in the way […]
Read More
Closing the digital adoption gap through human capability
Digital adoption creates its greatest value when customers feel confident using services successfully and returning to them. Focused learning can support that confidence by equipping colleagues and managers to provide skilled human guidance at the moments when it adds the most value. Financial institutions bring deep expertise in technology, customer journeys, security and responsible banking. […]
Read More
How can positive communication improve customer service?
Positive language in customer service starts with Positive 1st Communication: beginning with what is possible, constructive and solution-focused. Starting our communications in this way sets the tone for the conversation, helping the other person to be more receptive, able to listen and open to solutions. It can also help us build rapport, demonstrate empathy and form stronger relationships with customers, colleagues and others. […]
Read More
4 helpful characteristics for customer service excellence
Great customer service is underpinned by four key characteristics: awareness of oneself and others, a solution-focused mindset, collaboration for great teamwork and positive communication. Together, these characteristics can build a positive, inspired service culture where every team member has high self-awareness, works well with others and communicates positively, with a solution-focused approach whatever comes their way. In our experience of […]
Read More
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 […]
Read More
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 […]
Read More
Get in touch
Ready to discover what we can do for you?
Let’s talk.