Recruiting the right customer service representatives
Recruiting the right customer service representatives (CSRs) is critical for any organisation, as these employees are often the frontline of your organisation and play a key role in shaping customer perceptions and satisfaction. How they communicate largely determines how a customer FEELS about your business. It makes perfect sense, therefore, that effective recruitment practices are […]
Why customer experience consistency is key to growth
In today’s competitive market, ensuring customer experience consistency across many channels is critical for business success. Being consistent with your customer experience builds trust, fosters loyalty, and enhances the overall customer experience, which in turn drives repeat business and positive word-of-mouth referrals. When customers know they can expect the same high level of service each […]
Onboarding new Customer Service team members – a best practice approach
Onboarding new customer service team members effectively is crucial for any organisation, especially when they’re in customer facing roles where first impressions matter. A well-executed onboarding process can lead to higher employee satisfaction, reduced attrition and improved customer interactions. Sadly it’s still fairly common for new customer service recruits to be “thrown in at the […]
The Need for Speed: Why rapid response matters
In today’s fast-paced world, the demand for immediate satisfaction is higher than ever. This phenomenon is particularly evident in customer service and sales environments, where rapid response can significantly influence customer satisfaction, brand loyalty, and ultimately, revenue. As technology evolves, so do customer expectations. Companies that fail to meet these expectations risk losing customers to […]
Leveraging customer complaints for service improvement
In the fast-paced world of business, customer complaints are often viewed as a nuisance—a thorn in the side of otherwise smooth operations. However, savvy businesses know that complaints are not something to be ignored or swept under the rug. In fact, they can be a powerful tool for driving service improvement and building stronger customer […]
Balancing training vs productivity
Training vs productivity Today, let’s tackle a topic that’s crucial in today’s ever-evolving digital landscape: training staff on new technologies without sacrificing productivity. As businesses continue to embrace technological advancements, it’s essential to ensure that your team is equipped with the knowledge and skills to leverage these tools effectively. However, the challenge lies in providing […]
Building a customer centric culture from the top down: The Leaders role
We live and work in a world where customer expectations are higher than ever. It’s generally acknowledged that those organisations who successfully rise to the challenge of building a customer centric culture from the top down will significantly increase their potential for future survival and growth. At the forefront of this cultural transformation are the […]
Breaking the silence: Men’s Health Week 2024
This week is Men’s Health Week and I’m reminded of the old saying… Big boys don’t cry? Men don’t talk? Well, this year’s theme for Men’s Health Week is all about proving that wrong by following the advice of the late, great Bob Hoskins. Remember his iconic BT ad campaign from 1994? “It’s good to […]
Tackling absenteeism in the workplace
Understanding Causes, Impacts, and Solutions of absenteeism in the workplace I was struck by a recent headline stating that Rishi Sunak wants to strip GPs of their power to sign people off work as part of a plan to tackle what he calls the UK’s “sick-note culture”. The prime minister claims benefits have become a […]
EQ in customer service – 10 ways to apply it
The value of EQ in customer service cannot be overstated. Drawing from over four decades immersed in the trenches of customer service and sales, my journey from the frontline to becoming a seasoned expert has been both a personal and professional. During that time I’ve repeatedly observed the transformation of UK customer service from mere […]
