Focus on the problem-finding approach

Focus on the problem-finding approach

A tip for customer service team leaders: focus on the problem-finding approach In your next team meeting, begin by talking to your team about the...
Making it easy for your customers

Making it easy for your customers

A famous article in the Harvard Business Review (‘Stop Trying To Delight Your Customers’) once concluded:   ‘Delighting customers doesn’t...
IT and technical support

IT and technical support

Ten common problems with IT and technical support Your technical support team know their stuff, but are they still making their customers...
GREAT Money talk

GREAT Money talk

How to be confident discussing money with customers They say that money talks, but we often don’t like to talk about money! Money conversations...
GREAT Skills

GREAT Skills

How to achieve greater proficiency in GREAT Customer Service interactions What was your New Year’s Resolution? Have you kept it so far? What about...
GREAT Empathy

GREAT Empathy

How to challenge with empathy There are times when you will need to challenge your customer, not in a rude or disrespectful way, but in a way that...
GREAT Diplomacy

GREAT Diplomacy

How to take the heat out of challenging conversations Sometimes customer conversations can get heated. It might be that the customer is upset...