by Sienna Anderson | Sep 1, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How library teams can manage challenging behaviour while protecting the experience of other customers It started when one customer was frustrated about a computer booking. Then they became frustrated about the printer. Then the conversation moved to the library’s...
by Sienna Anderson | Aug 18, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Why empathy and active listening matter even when customers have unrealistic expectations A customer arrived frustrated. They had a very specific expectation about what should happen, but unfortunately, what they wanted simply wasn’t possible. The policy was clear....
by Sienna Anderson | Aug 3, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How customer service training improves confidence when handling challenging situations Every childcare centre and library has experienced one. The conversation that everyone remembers. The frustrated parent who arrives at pick-up time with concerns. The library...
by Sienna Anderson | Jul 21, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How active listening improves service outcomes and reduces conflict The story started with what seemed like another difficult customer. A parent arrived at a childcare centre visibly frustrated. Their tone was sharp, their arms were folded, and they immediately began...
by Sienna Anderson | Jul 9, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Learning how to respond to feedback with professionalism and empathy No one enjoys receiving a complaint. Whether it comes from a parent, a library member, or a visitor, the first reaction is often disappointment or frustration. Staff work hard every day to provide...
