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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

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 […]

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

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, […]

Nov

11th

How to be a Good Listener

Being a good listener allows you to see the world through the eyes of others and to understand their feelings. This is especially important in the world of customer service; you need to empathise with the customer and fully understand their interests/customer service needs, in order to do the very best you can…   Simply […]

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 […]

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