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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

Aug

15th

How to Say Sorry to Your Customers (and mean it)

We’ve all been there: we’re stuck without our delivery/ the tickets for that special event haven’t arrived/ our takeaway is well past its delivery time/ the fridge is on the blink. These things always seem to happen at exactly the wrong time and through no fault of our own… So, what’s the first thing we […]

Jul

18th

Top 5 Phone Tips for Great Customer Service

Talking over the phone is a real skill. Without speaking to an individual face-to-face, it’s easy for your message to become lost in translation. Facial expressions and gestures aid this communication, but if you’re not face-to-face with your customer, what kind of things can you do to ensure that you’re giving the right impression? Here are […]

Jul

4th

What the Game of Thrones Houses taught us about Customer Service

With the new season just around the corner, we thought we’d take a look at what the Game of Thrones Houses taught us about Customer Service…   1. Lannister   The Words: “A Lannister always pays his debts” Arguably the key to the Lannister’s success… although we’ll stick with just the positive, non-ominous stuff. The […]

May

4th

Top-Notch Customer Service: How does it help your business?

Customer service requirements are unique to every business. For some companies, the goal may simply be to provide enough Customer Service Advisors to meet the high-demand and frequency of customer interactions- and if that’s what your business requires, then that’s OK! But, in an age of social media, there are also a number of reasons […]

Apr

11th

How to Manage Customer Interactions During an Outage

Do you have a plan for managing customer interactions during an outage? Despite all of your planning, various investments in facilities/technologies, expert employees and best efforts, sometimes you just can’t help things going wrong… Weather/natural situations can rarely be prevented. And sometimes neither can the actions of third-party partners, support- or just general human error! [&hellip

Apr

4th

4 Simple Steps to Instantly Improve your Social Media Customer Service

These days, nearly every brand has a presence on social media…but is your customer support keeping up? We’ve compiled 4 simple steps to instantly improve your social media customer service…   Pick your Social Networks You don’t always need to be on every, single social network in order to provide top-notch customer service; you just need to […]

Mar

24th

Customer Service Phrases to Avoid

Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want, is to be the cause of that frustration- or to escalate […]

Mar

17th

The A-Z of Customer Contact Jargon

Wanting to outsource your customer service, but unsure of the lingo? Take a look at our A-Z of Customer Contact Jargon…   ACW (After Contact Work) Work completed by the Customer Service Advisor following customer contact- this usually involves taking notes or completing actions promised to the customer.   AHT (Average Handling Time) The average […]

Mar

10th

5 Ways to Improve your Customers’ Email Experience

Although the use of social media and live chat are on the up, email customer service still remains a firm favourite with customers reaching for their laptops, phones and tablets. But, is your email customer service really up to scratch? Here’s how to help your Customer Service Team top customers’ expectations…   Make it Personal […]

Mar

3rd

A Day in the Life of…a PA

A Day in the Life of PA to CEO, CFO & Directors, Sharon Hilton…   5.30-                Alarm goes off… jump in the shower and get ready for work. 6.15-                Check that hubby has gotten up for work and head downstairs to […]

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