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 Strong Relationships Employee Engagement Management Development Resilience & Wellbeing Social Housing Sector Thriving Through Change Training & e-Learning

How effective are your managers?

In our experience, outstanding managers demonstrate an innate ability to influence and inspire their teams through strong, high trust relationships and a shared commitment to the company’s vision and purpose. At the heart of truly inspirational leadership is a powerful inner belief and strength to be optimistic and solution-focused, supported by a deep understanding of […]

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 […]

How to maximise the value of internal feedback

In a recent article, we looked at ways in which Customer Service teams can deal positively with customer feedback and complaints, and how we can use these opportunities to build strong relationships and customer loyalty while also improving our service. Being equipped with the skills and confidence to enable us to give feedback positively and constructively to […]

Taking control with a customer service ‘pause’ – a powerful tool to aid positive customer interactions

Customer service teams who are equipped, through training, with the skills to remain calm and in control of their emotions, responses and behaviours will rise to challenging situations and achieve excellent outcomes, whatever comes their way. Having the ability to step back, self-manage and rise above uncertainty is a powerful skill that can be learned and […]

The golden rule to deal positively with customer complaints

When handled properly, complaints provide us with powerful opportunities to build strong relationships and customer loyalty while also improving our service. That is why it is essential to equip Customer Service teams with the resilience, motivation, and resources to step up and embrace potentially more challenging customer interactions, particularly now as we adjust to new […]

Six steps to confident conversations for managers and teams

Being confident and positive in our conversations with colleagues, customers, suppliers and stakeholders will ensure we are able to manage every situation that comes our way in a constructive, appreciative and empathetic way. This will reap dividends for everyone concerned; being able to manage any conversation we have at work efficiently and appropriately will ensure […]

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