Empathise – displaying genuine empathy
It’s a myth that you should ‘treat customers in the way that you would want to be treated’. Why? Because everyone is different. Recognising how...
Recognise needs – recognising what the customer really needs
As humans, we tend to assume that the ways we see things is the way they are. We make assumptions based on limited information because it helps us...
Greet – a trust-building warm welcome
How often have you had an experience as a customer of an organisation where you’ve been greeted by a disengaged, bored sales assistant, or a...
The human touch
The average adult picks up their phone 1500 times a week and spends around anywhere between 3 to 5 hours a day online. How often do you pick up...
7 Customer service phrases to avoid… especially in a pandemic?
We’re all fluent in customerservicespeak, especially those throwaway clichés often heard over the phone. For example, “Your call is very important...
Customer service – online tips
Old customer service wisdom suggests that a satisfied customer will tell a couple of people about their good experience but a dissatisfied...
A very COVID Christmas – deck the halls with masks and sanitiser
Christmas is going to be different this year, no doubt about it. People are struggling with the latest rules, prohibitions, permissions and...
Dressing up… dressing down…
On the road to successful customer service, the first step is to make a connection with the customer – and that connection is strongly influenced...
Difficult customers in COVID times
Customer service can be difficult at the best of times. But when the customer is currently living through a global pandemic, perhaps confined to...
Working from home – not all it’s cracked up to be?
Okay, in all honesty, the above title is a bit clickbait-y. This article is not going to tell you how awful home working is. Nor how everyone...
Post-coronavirus customer service
There’s no doubting the impact of the coronavirus on our work and lifestyles and it’s far from over. COVID-19 has changed all our habits and that...
Emotionally intelligent customer service
Now that sounds relevant to how you interacts with your customers. So relevant in fact that EQ might just be the foundation of excellent customer...