Customer Service

Choosing the phone versus email

Posted: 19th January, 2021 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

In training I frequently ask people if they prefer to use the phone or email, I generally get a mixed reaction. Some favour the phone and others choose email.

I have noticed that individual preferences depend on the personality type or job role. Sometimes people who work in customer facing or people orientated roles prefer the phone. Whereas quieter people or those who work in technical jobs regularly like email and text.

Obviously, it’s not an exact science. And it is down to preference.

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Forget jargon & talk the customer’s language

Posted: 18th November, 2020 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

How many times have you found yourself in a situation where someone is giving you advice and you don’t understand what they are saying?  They are speaking the same language, but are using words that make no sense and feel alien to you? 

Sometimes we may even start to feel a “glazed look” come over our eyes. Still, we sit there, smile and say nothing. And the other person probably doesn’t even notice.

It’s probably fair to say many of us have been in this position. Yet, if we really think about it - how many of us can honestly say we have never been the person who spoke with jargon?  Few I’m sure.

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Dealing with the shock of a difficult situation

Posted: 28th September, 2020 in Case Studies, Customer Service, Tips & Tricks, Training and mentoring

Regularly I get asked, “how do I deal with a difficult situation?” It’s a fair question. And if we think about it, it’s an uncomfortable situation which we all dread. Yet when we feel like this, we often don’t realise we have what I like to call “a rabbit in head-lights” moment.

So, what happens? Basically, we panic and we stop breathing. When we freeze, it’s like our brain has been hijacked and we can’t think clearly. Sometimes we say nothing, however more than often we react and don’t realise we may say the wrong thing.

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What do traffic lights and customer service have in common?

Posted: 23rd July, 2020 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

How often do we pay attention to every customer as they walk in the door? Or when we answer the phone each day? If we are regularly engaging with high volumes of customers, clearly, it’s no surprise we stop noticing?

Anytime we interact with a customer we won’t always know how the conversation will go. A lot will depend on how they are feeling and their emotions. So, if we focused on how they are feeling, surely, we could manage them more appropriately?

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9 ways to improve online video conference meetings

Posted: 3rd June, 2020 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

Back in early 2020, if someone had said we’d frequently be communicating with our customers and colleagues via video link, I would not have believed it.

It’s incredible to think how quickly we have all adapted. Whether it’s a business meeting, webinar, online training or even a family quiz we are all getting used to the technology, lingo and etiquette.

Yet there are so many do’s and don’ts about using the technology. So, I thought I would compile a list of guidelines to help you create the best online experience.

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