13 Apr How to Improve Customer Service (Proven Strategies for Businesses)
Customer expectations have changed—and fast. What used to count as “good service” is now just the starting line
customer service
09 Apr Top Customer Service Skills (With Examples)
When you’re researching customer service skills, you’ll find no shortage of advice, lists, and definitions. These lists often look sensible, but there’s a deeper question that often doesn’t get asked: how do these skills actually work in real life when a situation goes wrong?
28 Feb What is Customer Intimacy?
'Customer intimacy is key to gaining customer trust and loyalty.' Do you ever feel uncomfortable in your conversations with clients? If not, you are likely sticking to one or more of your safety zones. Many conversations start in a personal-personal zone—revolving around superficial chats about the...
08 Sep Customer Feedback | Why It’s Important & How To Collect It
Customer feedback is information customers provide about their experience with you. It can take different forms and examples
30 May How To Deal With Angry Customers | 10 Proven Ways
If you work in customer service or have any customer/client-facing role, you are likely to encounter an angry customer at some point. And they’re often not just angry - they can also be irrational, impatient, unreasonable, a little wild and personally aggressive towards you. Handling...
21 May Saying no to customers & delivering disappointing news
In responding to customer requests and complaints, it's great when we can give them what they want and say 'yes'. But that isn't always possible. Even when we've tried our best and been creative, there are still times when we have to go back with a...
03 Apr Showing empathy
The showing of empathy is so important in delivering a positive customer experience. Customers (and colleagues) need you to understand: their situation, their needs, their priorities and their emotions. But you don't just need to understand, you need to show you understand, and this is the...
24 Feb How to apologise
Sometimes, sorry seems to be the hardest word. Yes, sometimes saying sorry hurts, and you take an emotional hit when you offer an apology - both when you genuinely feel you have something to apologise for, and when you don't. But an apology is one of the...
23 Mar How to address passive aggressive behaviour in your customer service team.
Have you ever experienced passive aggressive behaviour from someone in a customer service role? Have you seen it in your team? Have you seen it in yourself? It can be seen in a range of behaviours: the go-slow / unresponsiveness / sarcasm / repetitive, scripted or monosyllabic...
26 Aug Customer Service Accountability
Customer service accountability is one of the most common traits of an excellent customer experience. There are 2 main reasons for this: For a truly excellent customer experience, everyone has to stand up and be counted. One weak link in the organisational chain and the customer...
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