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Posts in Customer Service tips

What to do with Christmas – business review

By andrew on December 21, 2018

Christmas and new year is a great time to take stock and review your business, your product lines, your customer mix etc. Most of the country goes quiet, so you can take time out to think, without being worried that the rest of the economy and your competitors in particular are stealing a march on you.

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UK based French speaking customer service training

By andrew on December 19, 2017

Customer Service training provided for UK based, French speaking customer service teams around the UK. Everyone is a human being wherever they’re based. So the highly interactive course works for anyone in a customer facing role whatever language they’re working in.

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The 5 main pitfalls in written communication to customers

By andrew on October 6, 2017

Written communication is important too. Make sure you avoid the common traps in customer communication and ensure that the customer service you offer always delivers on your promises. If you love your customers it shows!

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Customers appreciate honesty

By andrew on September 29, 2017

Customer Service disaster. Sometimes things go wrong. And often in clusters. Have a plan. Follow our checklist to make sure you cover the bases and respond to it professionally and proactively. My customer service disaster a few years ago taught me a few valuable lessons. Not least of which is that if you hold your hands up and apologise to your customer, it often helps diffuse the situation.

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Customer Service excellence – speed is an impressive element

By andrew on August 8, 2016

Customer service excellence is partly about responding quickly. Always within 24 hours, even if it is just an acknowledgement, and working to understand what the customer really wants and why. Possibly how. This strategy always works and impresses customers. So we’re all doing it right?!

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How you can tell 40 plus things about somebody from as little as 6 words

By andrew on February 5, 2016

The power of vocal tone and energy can’t be underestimated. It is one of the liveliest modules on our training courses for both customer service and telesales / telemarketing. Demonstrating how NOT to deliver lines and then characterising them as vocal ‘colours’ is one of the enduring parts of the course according to the delegates. Ensure your vocal tone and energy is giving the correct impression to your customers.

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How to use audio CDs for telephone skills training

By andrew on July 10, 2015

Telephone skills training ideas on audio CD. Covering telephone selling, appointment setting, customer service and a host of verbal communication skills : top tips on listening, questioning, how to avoid mixed messages directing the conversation and other key rapport building skills

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Professionalism on the phone – 5 top tips

By andrew on April 28, 2015

Professionalism on the phone is key to many customers purchase decisions. Customers, clients and prospects will often make decisions about who they’re going to buy from based on the level of professionalism of the person they speak to. They will also pay more if they believe the seller they’re talking to will offer a more professional service. Make sure this is you.

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Directing the conversation – the easy 2 stage process

By andrew on April 10, 2015

Directing the conversation is a key skill when trying to steer your customer in the right direction on the telephone. On our 2 day courses we show you the easy to use 2 stage process – the Seek & Speak circle. We demonstrate it to you, and then give you the chance to try it for yourselves.

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Customer Service masterclass 8th – 9th April 2015 – Leicester Northampton

By andrew on February 23, 2015

Customer service masterclass – 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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