All too often these days, I keep coming up against inertia. What I mean by this is that in my day-to-day business dealings I all too frequently hear the phrase – “the simplest thing I could do is….. As a major part of my business is all about delivering training, in how best to provide [...]
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Britain’s Broken Customer Service
Last night I settled down to watch Mary Portas’ new programme on Mystery Shopping and watched as Mary began to in her words trying and fix Britain’s “broken customer service”. The show focused on the fast fashion retailers, H&M, New Look etc and Mary went into the stores wearing a microphone, hidden camera and a [...]
The difference between being assertive and aggressive
As the snow continues to fall in the South of the country customer service operatives will be under increasing pressure to deliver services that are desperately needed. Today’s blog gives a quick summary of the crucial difference between being assertive as distinct from being aggressive or submissive. Assertiveness is a term given to behaviour that [...]
5 Simple guiding principles of Customer Service
Running throughout all of our customer service courses are the following five values – Show Respect Every customer is your most important this applies both internally and externally Show you care Make sure you always present a positive and supportive attitude in everything you do Advocate In other words stay on your customer’s side – [...]
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