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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.

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 […]

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

17th

Office Lingo 101- Part 2

Still trying to work out what your colleagues are talking about? Well, we’ve got some more office lingo to put on your radar…   1. On my/your Radar What it means: If something is “on your radar”, you’re letting people know you’re aware of it. If you put something on someone else’s radar, you’re making […]

Jan

20th

A Day in the Life of… HR

Human Resources Adviser, Sam Bramhall, talks us through a day in the HR department…   6.00 – Thursday morning- gym is the first stop. 7.45 – Hit the showers, have some breakfast, get to work… 8.15 – Starting the day at Kingsgate today. Our job is to ensure that the employer/employee relationship is working well. […]

Dec

16th

How to Survive the Office Christmas Party Pandemic

It’s that time of the year again… Christmas Party season! We all want to keep our dignity (and our job) during this season and, yet, each year many office-workers fall victim to various office Christmas party afflictions. Want to know how to survive? We’ve got you covered…   The “One-too-many Mulled Wines” The Symptoms: Severe […]

Dec

2nd

7 Steps to becoming a Successful Manager

It’s frequently said: employees don’t work for companies, they work for people. So, as a manager, how can you ensure that you’re doing the best job you can; supporting, encouraging and retaining those valued team members?   1. Be Straightforward Don’t withhold bad news, or attempt to spin it in a more positive light. Being […]

Nov

25th

Role Profile: Customer Service Advisor

The role of the Customer Service Advisor has changed throughout the past few years. Long gone are the days where an Advisor would answer calls only to help place orders, or to direct customers towards other customer service methods, with scripted responses. Now, Customer Service Advisors are expected to perform a number of different duties, […]

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

28th

A Day in the Life Of… Queensgate Head of Site

A day in the life of Queensgate Head of Site, Kevin Horgan!…   06.00 – Rise and shine! Catch up on overnight news including- of course- the sport: Breaking news about “Big Sam”… wonder where that one’s going…   06.45 – Leave home having said goodbye to an 8 year old who is very excited; […]