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
How to take the heat out of challenging conversations Sometimes customer conversations can get heated. It might be that the customer is upset...
GREAT Sales talk
How to unlock sales through service Many people view sales and customer service as different skills and different roles. Whilst there are...
GREAT Handovers
How to seamlessly hand over your customers Customers want service that is easy and effortless. But sometimes we have to hand our customers over to...
GREAT Resilience
How to be buoyant in customer service If you speak with lots of customers every day, the chances are there are times when you face a few ‘No’s’...
GREAT Complaints
How to resolve complaints Complaints are a gift…if they are properly unwrapped. It might be that when we hear the words, “I want to complain” –...
GREAT Writing
How to be write engaging customer communications It’s easy to slip into auto-pilot, writing stock responses to customers in formal, emotionless...
GREAT Phone Calls
How to have great customer conversations on the telephone Despite the many ways of contacting companies digitally, telephone support is still the...
Unlocking GREAT customer service skills
Whatever your business, whether you’re offering goods or services or both, sales and marketing are critically activities – the results go straight...
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, angry or disappointed and we inadvertently make it worse...
Thank – Thanking with sincerity and ending on a high
Sometimes it’s easy to think that having given a solution to the customer that the interaction is done, then we let the experience peter out and...
Act – Act with accountability and owning the customer’s issue
Think back to a recent experience you’ve had as a customer when you felt as though the advisor simply didn’t care about resolving your issue or...