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Is Your Customer Service Roadworthy? Fixing the ‘System’ That Leaves Drivers Stranded
Imagine you’re driving to an early morning networking event. You’re navigating a familiar stretch of road, only to find it partially flooded. Your wheels are cautiously floating in the water until a massive clunk vibrates through your vehicle. A pothole strikes your front tyre. Fifteen minutes later, the tyre pressure light flashes on the dash—it’s […]
Working in a Call Centre is not for the Faint-Hearted
Working in a call centre is not for the faint hearted. The environment can be stressful and challenging. Customers don’t call to pass the time of day or enquire about your health, they call because something is not working the way it should work which can be having a huge impact on their business, increasing […]
Thriving Call Centre Culture: Wellbeing & Success
In today’s dynamic customer service landscape, call centres play a pivotal role in shaping customer experience. Yet recent data makes it clear: focusing on employee wellbeing and retention is not a luxury—it’s a necessity for achieving sustainable productivity and a thriving call centre environment and culture. Call centre roles are inherently demanding. A constant stream […]
Is your job making you sick? The impact of fear on health
In a recent blog I wrote about the impact of a toxic job. The blog covered typical symptoms that the body expresses when subjected to a constant level of “uncontrollable” stress. What I didn’t talk about is why these symptoms appear and the damage that might be occurring in the body as a result of […]
The New Hybrid – 7 Tips to Make it Work
Nothing to do with a car! This term “hybrid” is commonly brandished around to refer to combining working hours or days from home or some other remote location, as well as from an office. How this looks now or will look in the near future is quite clear for some companies, for others it is […]
5 Ways to Create a Great Customer Experience
Great customer service and a great customer experience is the foundation to any business. It does not matter whether you are in the frontline serving customers or not. Any member of a team is always either serving the customer directly or serving someone who is serving the customer. The Ritz-Carlton company motto perfectly sums this […]
How to Take Responsibility of Your Life
Winston Churchill once said, “The price of greatness is responsibility.” How does this phrase reflect what is meant by ‘taking responsibility’? As defined by the English Oxford dictionary, responsibility is: The state or fact of having a duty to deal with something or of having control over someone. Example: “a true leader takes responsibility for […]
Learning from mistakes – the “oscar faux pas”
What will the impact of no risk taking be on individual’s and how we learn, on organisations and levels of competitiveness, and on whole countries and nations? Are we really advocating that we must stay within a known comfort zone? It’s one thing messing things up in private, where mistakes can be rectified and nobody […]
What happens to information gained from the obsession with feedback questionnaires and surveys?
Can someone tell me what happens to the feedback that customers provide companies via electronic surveys, brief telephone surveys at the end of a call as well as the odd hard copy feedback questionnaire? I have completed many in the last three years, both positive and not so positive and to date have not received […]
Building Loyal Customers from Dissatisfied Customers
One of the biggest areas that I address with my customers through training and development of personnel is building and maintaining customer rapport and loyalty, whether that be from the very first contact with the customer or at any other stage in the customer journey, including when the customer is not happy with your services. […]