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...
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...
