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
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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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 […]
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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 […]
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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 […]
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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 […]
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