customer service

Empowering customer service teams

Empower customer service teams for a better experience

Customer service teams need to be so much more than passive ‘call takers’ if you want to give customers exceptional service. “Well, why the *&^(%$ is your system so *&^&&^ing slow?” That was pretty much the customer’s opening line. And the call got worse from there. “It’s always like this,” said Charlotte. “Every time we …

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Better complaint handling

Nine practical ways to handle customer complaints. Better.

Handling customer complaints can be tough. Here are nine proven techniques to make customer complaints easier to handle and reduce the chance of escalation or negative feedback. Practical ways to make handling customer complaints easier Everyone gets complaints. Almost no-one likes them. That’s because they’re a complicated blend of the rational (“this thing you sold me doesn’t work!”) and …

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Bereavement process for customers

A practical guide to helping bereaved customers

This is the first of two articles looking at how to make your processes more human and compassionate for bereaved customers. There are fewer more guaranteed ways to make the news than dealing badly with a customer’s death.  Almost every story looks the same: Grieving relatives are shunted heartlessly through a completely heartless process by …

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Nearly 50 ways to help burn out in customer teams

Nearly 50 ways to help burn out in customer teams

Whenever you talk to frontline customer services and customer experience pros, the subject of burnout or fatigue always crops up. What do you do with those team members in the trenches who are war-weary, going through the motions, operating the systems but just burnt out? There’s surprisingly little written about it. Perhaps it’s because no-one …

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Customer service communication skills

The value of customer service communication skills

Why customer service communication skills are fundamental to better customer relationships Most customers have a call centre horror story. Whether it’s being bounced around multiple departments to solve a simple problem or knowing the person on the other end of the ‘phone has absolutely no power to help you with your problem. For a lot of customers, …

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Advanced communication skills

Advanced Communication Skills in Customer Service are Vital

We’ve got the technology – now what about the communication? That’s the question we often get asked when we’re helping customer service teams improve their communication skills. Customer care teams are now having to face an increasing amounts of pressures from customer expectations, internal demands and the ever evolving channels that customers use. Moreover, the …

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