23 Aug Staying assertive, not aggressive, or passive aggressive
Staying Assertive Being assertive means respecting yourself and asserting your rights...
Blog
23 Aug How to ‘PRACTICE’ Customer-centric writing
Customer centric writing Customer centric writing is writing that enhances that...
21 May Saying no to customers & delivering disappointing news
In responding to customer requests and complaints, it's great when...
21 May Do you have a team-player mindset?
Good teamwork is essential to delivering a positive customer experience,...
03 Apr Showing empathy
The showing of empathy is so important in delivering a...
24 Feb How to apologise
Sometimes, sorry seems to be the hardest word. Yes, sometimes saying...
05 Jan Customer emotional needs – in CX and sales
What do you want/need your customers to feel? Customer experience is...
03 Jan Customer centric mindset vs the technical/professional mindset
Maintaining a customer centric mindset comes easier to some people...
27 Jan Buyer’s rapture: how to make customers feel good about buying from you
Effective sales is often taught as a process. Alternatively, it...
23 Mar How to address passive aggressive behaviour in your customer service team.
Have you ever experienced passive aggressive behaviour from someone in...