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
Mindset matters – how to excel at managing complaints
Equipping everyone in your organisation with the ability to positively handle any complaint or feedback, however it is received into the organisation, is a tipping point for customer satisfaction. This is extremely important because when a complaint or any feedback comes into an organisation it is a well-documented and researched fact that how we respond […]
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The power of the ‘Time Out’ formula in delivering customer satisfaction
Finding ways to help manage customer service situations to a successful and positive outcome, as well as providing support to service professionals to help, builds resilience in them and leads to better outcomes for all. As we know, sometimes the questions, complaints, feedback or challenges given to our service team members can be unexpected, complex […]
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Confident complaint handling skills for customer service teams – 7 key questions to ask
How well equipped your customer service teams feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your customers are with your organisation’s complaint handling. We know from our experience working across multiple sectors that customer service teams continue to face high demands due to […]
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Delivering customer service excellence with positive, solution-focused responses
Customer satisfaction can be strongly influenced by the immediate responses given whenever customers ask a question or make a request of us. The initial response we give indicates to the customer how solution-focused we are, whether we are really listening to understand their needs, are empathetic and collaborative. The choice the service giver makes about […]
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Nine characteristics of effective blended eLearning
Equipping your customer service team members with skills to manage any service interaction confidently and professionally can be achieved through effective eLearning or blended learning solutions. There are some important characteristics that make the outcome of such programmes very successful. The operational benefits of being able to modularise learning into manageable bite sized chunks can […]
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People power: The core skills vital for regulatory compliance and high TSM scores
Social housing organisations are embracing and working with several key changes in 2024 to conform to regulatory requirements. When working closely with our customers in the sector, we can appreciate the importance of working positively and productively to meet the expectations laid out in consumer standards, the Tenant Satisfaction Measures, the Ombudsman’s Complaint Handling Code […]
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