Leveraging customer complaints for service improvement
In the fast-paced world of business, customer complaints are often viewed as a nuisance—a thorn in the side of otherwise smooth operations. However, savvy businesses know that complaints are not something to be ignored or swept under the rug. In fact, they can be a powerful tool for driving service improvement and building stronger customer […]
Balancing training vs productivity
Training vs productivity Today, let’s tackle a topic that’s crucial in today’s ever-evolving digital landscape: training staff on new technologies without sacrificing productivity. As businesses continue to embrace technological advancements, it’s essential to ensure that your team is equipped with the knowledge and skills to leverage these tools effectively. However, the challenge lies in providing […]
Building a customer centric culture from the top down: The Leaders role
We live and work in a world where customer expectations are higher than ever. It’s generally acknowledged that those organisations who successfully rise to the challenge of building a customer centric culture from the top down will significantly increase their potential for future survival and growth. At the forefront of this cultural transformation are the […]
Breaking the silence: Men’s Health Week 2024
This week is Men’s Health Week and I’m reminded of the old saying… Big boys don’t cry? Men don’t talk? Well, this year’s theme for Men’s Health Week is all about proving that wrong by following the advice of the late, great Bob Hoskins. Remember his iconic BT ad campaign from 1994? “It’s good to […]
Tackling absenteeism in the workplace
Understanding Causes, Impacts, and Solutions of absenteeism in the workplace I was struck by a recent headline stating that Rishi Sunak wants to strip GPs of their power to sign people off work as part of a plan to tackle what he calls the UK’s “sick-note culture”. The prime minister claims benefits have become a […]
EQ in customer service – 10 ways to apply it
The value of EQ in customer service cannot be overstated. Drawing from over four decades immersed in the trenches of customer service and sales, my journey from the frontline to becoming a seasoned expert has been both a personal and professional. During that time I’ve repeatedly observed the transformation of UK customer service from mere […]
Caring at the Core: Elevating Mental Well-being on the Frontline
This week I’d like to highlight the importance of elevating mental well-being amongst our frontline brand ambassadors in the pulsing heart of customer service, where every interaction can swing from delight to despair, our frontline agents stand as the first and last line of defence in the battle for customer satisfaction. Yet, in this noble […]
Managing our time with different ways to say No!
Let’s face it – we’re ALL busy and finding ways to say no can be a constant challenge! There’s NEVER enough hours in the day to get everything done we’d like to get done. We’re all doing the best we can with the resources we have available, in this moment, although sometimes, our workloads can […]
International Day of Happiness – who tops the leaderboard?
On this International Day of Happiness, ever wonder why some countries seem to be on a perpetual happiness high, while others are stuck in a vibe-check crisis? Thanks to the latest scoops from the ‘Mental State of the World’ report and the ‘Global Happiness Ranking’, we’ve got the insider info on who’s topping the charts […]
It’s Women’s History Month
As you may know, the month of March is Women’s History Month and last Friday marked one of THE most special of March days this year, with International Women’s Day, which has been observed and celebrated as a special day for women across the globe, for more than a century. AND with Mother’s Day in […]
