by Sienna Anderson | Nov 12, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Turning everyday feedback into better experiences for families, visitors and your community Great customer service doesn’t happen by accident. It develops through listening, learning and making improvements based on the experiences of the people you serve. For...
by Sienna Anderson | Oct 28, 2026 | Customer Retention, Customer Service Excellence
Every customer service team will eventually face an angry customer. Whether it is a frustrated parent at a childcare centre, a library visitor unhappy with a service or a customer calling to complain about an unresolved issue, difficult conversations are part of the...
by Sienna Anderson | Oct 13, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How Library and Childcare Teams Can Turn Every Phone Call Into a Positive Experience When a parent calls a childcare centre with a concern, or a library member needs help finding information, the way their call is handled can shape their entire experience with your...
by Sienna Anderson | Sep 29, 2026 | Customer Retention, Customer Service Excellence
Why customer service skills need to be trained just like technical skills They knew their jobs, they knew the systems, they knew the policies, they understood the processes, they were experienced, capable and good at what they did. But then a customer became upset.A...
by Sienna Anderson | Sep 15, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
The Team Was Exhausted From Difficult Customers There comes a point when even the most experienced Customer Service team starts to feel the pressure. It might begin with one difficult interaction, then another. A customer becomes frustrated about a policy. Someone...
