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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

4th

4 Simple Steps to Instantly Improve your Social Media Customer Service

These days, nearly every brand has a presence on social media…but is your customer support keeping up? We’ve compiled 4 simple steps to instantly improve your social media customer service…   Pick your Social Networks You don’t always need to be on every, single social network in order to provide top-notch customer service; you just need to […]

Mar

24th

Customer Service Phrases to Avoid

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 […]

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 […]