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.
Frustrated customers are frustrated for a reason, and it’s your job to help turn their negative experience in to a positive one. As we move in to further economic uncertainty, we all feel the pinch. At times like these, customer service can make or break your brand: consumers want security and an open, honest […]
This week, we came across a definition for Customer Service: “The assistance and advice provided by a company to those people who buy or use its products or services.” For a general jyst, this does the job. For the customer service world, though, we think this definition may be a little detached and- […]
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 […]
Whether you work in customer contact or not, every employee needs customer service skills. For those in a more traditional customer service role, interactions with your customers may be face-to-face. For employees in other roles, ‘customers’ may be colleagues; or perhaps the Board and the overall business (success of the organisation). Either way, you’ll find […]
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 […]