Customer Service

Stand like Peter Pan

Posted: 23rd August, 2023 in Case Studies, Communications, Customer Service, Motivation, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

More and more often, I am being asked by trainees “How can I change my stress levels and my mood when I am having a bad day?”

As something I hear frequently, I have a keen interest in learning more about the topic. Especially as our mood can really affect our work and overall health in many ways. From our productivity, motivation and stress levels, it can greatly influence our overall attitude to others. As a result, it can impact our interactions with others.

Naturally I will always answer the question and give some tips. Yet, mindful that other trainees often have good ideas, I decided to put the question to a group on a recent workshop.

The “illusion of choice” in managing appointments

Posted: 21st June, 2023 in Business start-up, Case Studies, Communications, Customer Service, Personal effectiveness, Sales , Strategy & planning, Time Management, Tips & Tricks

Sometimes in life, what can feel like a real headache can have a simple enough answer. We are so engrained in the day to day running of our business that we don’t necessarily slow down, stand back and consider what we are actually doing.

We take the hard road out of pure habit, without thinking about the consequences of our actions.

I remember mentoring an amazing your lady who was setting up her business. Mary (fictious name) told me she was experiencing a real problem trying to balance client appointments.

When two minutes feels like ten minutes

Posted: 6th March, 2023 in Case Studies, Communications, Customer Service, Personal effectiveness, Sales , Time Management, Training and mentoring

A number of years ago I read an article that stated, “When a customer has been left unattended for two minutes, they will often believe they have been waiting for ten minutes”.

Having reflected upon my own experiences as a customer, I can certainly say I have often been left waiting in various receptions, restaurants, shops and even hotel lobbies over the years. So, I can honestly agree with this statement as I relate to it.

Look out for the buying signals

Posted: 14th February, 2023 in Case Studies, Communications, Customer Service, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

Over the years, I have heard stories about sales people who will talk about the product or service for a certain length of time. Then they thank the customer and leave the meeting, neglecting to ask for the order or even get their opinion.

Likewise, I have witnessed situations where the sales person continued to talk about the product or service, even though the customer had obviously given signals they were interested.

They were so busy and wrapped up in delivering the presentation - they forgot to stop and check-in with the customer.

Remember to look up and smile

Posted: 19th October, 2022 in Communications, Customer Service, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

I once read that customers who walk into a premises and want to be served expect to be acknowledged within 15-30 seconds. It’s 15 second when the person is in a hurry and 30 when they have a little more time.

People may think this is unique to one particular industry sector. However, it stems across all types of companies from hospitality, retail and any other business with a check-in or reception area.

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