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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.

Feb

24th

5 Key Traits of a Great Customer Service Advisor

Customer service can make or break any business. But how do we deliver the top-notch customer service we strive for? Well, the key is the people! Your Customer Service Team are on the frontline of customer communication, and are your brand representatives. So, in this ever-increasing world of relationship marketing, how can you be sure […]

Feb

7th

Customer Feedback: Why it’s Important and How to Ask for it

You know what they always say: “the customer knows best”! So, why is customer feedback so important and what’s the best way to get it? Feedback from customers offers a number of valuable insights- all key to the improvement and growth of your brand:   It Allows you to Make Improvements It’s always wise to […]

Jan

6th

7 Customer Service Resolutions for 2017

Ahh, the New Year! A time for fresh starts and good habits. So, we’ve made a list of our top customer service tips for your Customer Service Team to adopt (or reaffirm) throughout 2017. Either that, or we’ll do it for you… but we would say that, wouldn’t we…   Know Your Stuff and Be […]

Dec

23rd

What Classic Christmas Films Taught us about Customer Service

We’ve made our list, we’ve checked it twice. Did we use this as an excuse to watch Christmas films all day? …Yep! Let’s take a look at a few of the Customer Service tips we picked up from the best festive favourites in our selection box…   1. Seasons Greetings The way you greet your customer is […]

Nov

18th

6 Ways to Improve your Customers’ Live Chat Experience

Live Chat is fast becoming the most popular customer contact method; with recent surveys suggesting that 73% of consumers prefer chat, compared to just 44% preferring calls and 61% favouring emails (2000 consumers, eDigital).  With that being said, it’s important to ensure that your customer service team are at the top of their game when […]

Nov

4th

6 Reasons you Should Consider Outsourcing your Customer Service

Customer service can make or break an organisation. In this very public and social-orientated age, relationship marketing should be top of your agenda. Happy customers are ambassadors for your organisation and customer service is a high-priority for customer satisfaction. Outsourcing can be a great way of making sure that you get this right, from the […]

Oct

28th

How to Retain Employees and Avoid an Attrition Nightmare

With Halloween fast-approaching, our thoughts turned to scary scenarios and potential nightmares within the workplace… Near the top of our list was employee retention and well-being. Every business wants to hire the best staff- and keep them! The best way to do this, is to keep your employees happy; respect them, value them and listen to them. […]

Oct

19th

7 Things Friends Taught us about Customer Service

Ahh, everyone’s favourite group of friends… they taught us a lot: how to play poker, how to stand up to pushy parents, how to safely manoeuvre furniture and, of course, what not to do when you’re “on a break”. In fact, the coffee house-dwellers even taught us a little about customer service. Did somebody say marathon?… […]

Sep

30th

That Call- An Opportunity to Grow

We’ve all experienced it: the day’s been going well and then you get THAT call. The customer is not happy; in fact, they’re enraged. They haven’t received the service they expected and they want to unleash their fury in a verbal assault on the poor, unsuspecting soul who picked up the call- namely you. In […]

Sep

15th

Office Lingo 101

Feeling out of touch with the office lingo? Don’t worry, we’ll translate…   C.O.P What it means: Close of Play How to use it: “I’ll email those figures over to you before C.O.P today.” How not to use it: “I’ll email those figures over before C.O.P…because I’m the number police… I’m on the case.” *insert awkward chuckle*. Why [&helli