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
Taking time out – an effective tool to aid positive customer interactions
When we equip our frontline customer service teams with powerful tools to respond confidently to anything that comes their way, we empower them to take control and responsibility, particularly in challenging environments where high demand and pressure are still prevalent today. Having proven options at their fingertips will enable your teams to deal positively with […]
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Do your teams have the right language skills to deal with customers effectively?
Using the right language from the outset is a powerful skill and is more likely to result in a positive response which in turn will lead to successful outcomes and satisfied, loyal customers. When you take some time to listen in to your teams’ everyday interactions with customers, and most especially the first thing they […]
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How to get buy-in and commitment to customer service training
We all know that when workplaces create a culture of learning and development, they will see happier and more engaged teams with significantly higher levels of motivation and resilience to overcome any challenges that come their way. We are also aware that many team members are feeling highly-stretched and find it challenging to allocate time […]
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How to create a management powerhouse through effective management development training
Great managers at all levels of business should be the driving force to build a high-performance culture that delivers happy, healthy and highly productive teams. When a powerhouse of confident and effective junior and middle managers is in place, amazing things happen, and senior leaders can look on with a sense of admiration and pride […]
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Three simple steps to respond rapidly and properly to extended customer wait times
As excellent customer service-givers, we know that our goal is to provide an efficient, timely and professional service that showcases our confidence, capability and pride in what we do. During challenging times such as these when many external pressures beyond our control are driving longer than usual waiting times, how can we alleviate the frustrations […]
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Positive language is key to success
When we begin our communications with clear, positive language, we set the tone for the entire conversation by making the other person more receptive, able to listen and open to solutions. Understanding the significance of starting all communications with positive language is critical to providing excellent customer service because it enables us to build rapport […]
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