Articles
Housing Series: Confident complaint handling skills – 7 key questions to ask
Following on from the fifteen questions we invited you to consider about your people’s readiness to excel against the Housing Ombudsman’s updated Complaint Handling Code,
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
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
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
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
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
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
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
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
