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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.

Apr

16th

5 Customer Service Phrases you Should be Using

We’ve talked about which phrases to avoid, but what about the ones you should be using? The language you choose to use when speaking to a customer makes a huge difference to their experience. In fact, authors of Words can Change your Brain, Mark Waldman and Andrew Newberg, claim that even simple words such as […]

Apr

13th

Customer Service Phrases to Avoid: Part Two

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 […]