When communication in the workplace breaks down, the first instinct is often to book another meeting. It seems logical — get everyone in the same room, talk through the issue and move on. Yet most teams have experienced the opposite.
Customer expectations have changed—and fast. What used to count as “good service” is now just the starting line
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?
'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...
Customer feedback is information customers provide about their experience with you. It can take different forms and examples
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...
Do you have customers or clients? Traditionally, professionals have been keen on emphasising that they have ‘clients’, not ‘customers’, and with good reason. In terms of a client vs customer definition, the term ‘client’ implies that the service being provided is professional and tailored, there...
Being assertive is a core communication skill. It involves respecting your rights while still respecting others' rights and opinions. Being assertive can improve your coping skills, help you control anger and stress, boost your self-esteem, and earn the respect of others. Failing to assert ourselves can...
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...
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...