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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.

Sep

28th

The 5 Social Media Customer Service Tips you Need to Know

In this ever-connected and vocal world, social media customer service is no longer a nice-to-have, it’s a necessity. Your competition have a social media presence, and why? Simply because that’s where their customers are; leaving reviews, opinions, praise, complaints etc. It’s standard to have a customer service presence on social media, but what sets your […]

Sep

14th

How to Talk to Frustrated Customers

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 […]

Aug

29th

What turns customer service in to ‘great customer service’?

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- […]

Aug

15th

How to Say Sorry to Your Customers (and mean it)

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 […]

Aug

3rd

The Top 5 Customer Service Skills Every Employee Needs

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 […]