A tip for customer service team leaders: focus on personality styles
A tip for customer service team leaders: focus on personality styles In your next team meeting, begin by discussing with your team each of the...
Recognising your customer’s needs
Recognising your customer’s needs We can easily categorise customers into ‘types of issue’ – customers who want to make a complaint, customers who...
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...
How to inspire trust in your customers
Here are three strategies that will help you to show warmth and competence and so inspire trust from the beginning of your interaction with your...
A tip for customer service team leaders: focus on the greeting
At the beginning of the day, invite your team to spend the day focusing on turning up the dial on how they greet their customers. Ask each team...
Have you tried the OSCAR model for your coaching conversations?
It was developed by Andrew Gilbert and Karen Whittleworth, it builds on the GROW model and it’s particularly useful for managers seeking to adopt...
Five key messages in every customer conversation
Whatever the problem you’re dealing with, or the product or service you’re helping someone with, there are five key messages to get across if you...
A model for delivering GREAT customer service
Think about your last conversation with a customer. What were the different stages to the conversation? We’d each come up with our own answer, as...
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
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
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
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...