The Sparkle Training Blog
We bring you blogs with tips and strategies for you to use to grow your teams.
Our articles give you an insight into how we do what we do and why we are so successful.
We practice what we preach, and we value what we teach.
Enjoy your Sparklet Training Blog journey.
How to Create a Positive Culture of Customer Service
Whether you’re running a childcare centre or managing a library, one thing is certain—customer service matters. In these environments, “customers” aren’t just the parents or patrons who walk through the door. They’re also the children, families, staff, and community...
The Role of Empathy in Building Customer Relationships
When you think about the best customer service experience you’ve ever had, what comes to mind? Chances are, it wasn’t just about the product or service—it was about how you were made to feel. Someone listened, understood your concerns, and responded with genuine care....
Dealing with Difficult or Rude Customers? Try These 5 Phrases To Defuse Tension Fast
If you work in customer service, you know the drill: most customers are polite, reasonable, and a pleasure to help. But every now and then, you come face-to-face (or ear-to-ear) with someone who’s angry, impatient, or downright rude. These moments can be stressful —...
How to Handle Difficult Customers Without Burning Out
If you've ever walked away from a tough conversation with a parent, patron, or carer feeling mentally drained, you’re not alone. Whether you're in a childcare centre managing nervous or frustrated parents, or a library dealing with demanding or disruptive patrons,...
How One Conversation at the Library Can Make or Break a Patron’s Experience
We don't often think of libraries as customer service hubs. After all, they're quiet, calm places filled with books, not buzzing call centres or sales floors. But the truth is, every interaction in a library is a customer service moment, and those moments matter more...
The One Investment Libraries Can’t Afford to Skip: Customer Service Training
In a time where the value of community services is being constantly assessed, libraries have proven time and again that they are more than just book depositories - they are essential hubs for learning, connection, support, and belonging. Yet despite this pivotal role,...
Your Customers can tell if your Team hasn’t been Trained. Here’s What to do About it
You can feel great customer service just as easily as you can spot poor service from a mile away. And so can your customers. Whether it's the indifferent tone, the "I don't know" answers, or the lack of confidence in handling an issue, untrained or undertrained staff...
Why “I don’t know” is a Customer Service crime, and what to say instead
Imagine this: A frustrated parent storms up to your childcare centre's front desk, demanding to know why their child's favourite teacher left. Or a Library patron asks why their reserved book still hasn't arrived after a week. Your staff member freezes. Then, they...
Why your Customer Service Training isn’t working, and the 3 fixes you need NOW
Picture this: You've invested time, money, and energy into customer service training, but something's still off. Your team isn't delivering the experience you envisioned, customers aren't raving about your service, and frustration is creeping in. Sound familiar?...
Why Empathy Is Your Most Powerful Customer Service Tool
Imagine this: A frustrated customer calls in, upset about a delayed order. The agent on the other end listens, acknowledges their frustration, and says, "I completely understand how disappointing that must be. Let me fix this for you right away." Suddenly, the tension...
SPARKLE’s TTI DISC DIFFERENCE
At SPARKLE Training, we don't just use DISC - we elevate it. While many businesses rely on basic DISC assessments to improve communication and teamwork, SPARKLE takes it a step further with the powerful insights of TTI Success Insights DISC. Backed by science and...
5 Customer Service Phrases you should stop using and why
We've all said them. Those classic customer service phrases that feel polite, professional, even helpful. But here's the thing: some of the most common expressions in customer service are actually doing more harm than good. They sound robotic. They irritate customers....
Do your staff struggle with difficult customers? Here’s how we help
Dealing with difficult customers is one of the toughest challenges in customer service especially for frontline staff who face it daily. Whether it's a frustrated parent at a childcare centre, a demanding visitor at the library, or an unhappy customer in retail, these...
Customer Retention is down? Here’s what you need to fix ASAP!
Customers leave a supplier for a variety of reasons, often related to poor service, unmet expectations, or better alternatives. 1. Poor Customer Service Slow response times, lack of support, or rude interactions drive customers away. Solution: Improve customer service...
Must-have Customer Service Cheat Sheet for Libraries & Childcare Centres
Whether you're assisting a frustrated library visitor or reassuring a nervous parent dropping off their child, having a go-to cheat sheet can make all the difference. We at SPARKLE Training have put together a must-have customer service cheat sheet to handle any...
How to Handle Difficult Customers Without Saying “I’m Sorry”
We’re often trained in Customer Service to default to “I’m sorry” when dealing with difficult customers. While an apology can sometimes help, overusing it can make your team seem insincere, or even at fault when they aren’t. Instead, there are more effective ways to...
How to Create a Company Culture That Puts Customers First
A strong company culture centred around customer satisfaction can be the key differentiator between success and failure. When employees are aligned with customer needs, they create exceptional experiences that bring loyalty and long-term growth. Here's how to build a...
How DISC Profiling can improve Customer Service Skills
At Sparkle Training, we know that exceptional customer service in childcare centres and libraries requires understanding the unique needs of children, parents & families, and library patrons. Every interaction is an opportunity to build trust, solve problems, and...
Building Stronger Connections with Customers in 2025
As we step into 2025, one thing is clear to us at Sparkle Training - building meaningful connections with our customers is more important than ever. Whether you're helping a parent navigate drop-off at a Childcare Centre, or assisting a Library Patron in finding their...
Communicating the basic rules to visitors may need a creative approach sometimes
At Sparkle Training, we know that Libraries, like any shared environment, operate best when everyone follows a few basic rules. The challenge? Getting visitors to understand and embrace these rules without feeling like they're being scolded. Here's when a little...
Handling tough conversations as a customer service representative
If you've worked in customer service for even a short time, you know it's not all cheerful hellos and glowing feedback. Sometimes, you're faced with tough conversations, angry customers, misunderstandings, or even delivering bad news. The good news? With the right...
Year-End Reflection: Assessing and Enhancing Customer Service in the Library
As the year comes to a close, libraries have a unique opportunity to reflect on their customer service practices and identify ways to enhance the experience of their patrons. Libraries are community hubs that provide valuable resources, learning opportunities, and...
How to Achieve Consistent Customer Service Excellence
Everyone knows that excellent customer service goes hand in hand with success. But keeping it consistently excellent? Sometimes that's easier said than done. Let's discus why consistency is key in customer service, how it impacts the bottom line, and some practical...
5 Customer Service Skills Every Childcare Worker Should Master
When we think about childcare, the first thing that comes to mind is the care and well-being of children. But there's another side to this profession that's equally important: customer service. Yes, in a childcare setting, customer service isn't just a nice-to-have,...
Responding to Negative Feedback: Turning Criticism into Opportunity
No one likes getting negative feedback. Whether it's an angry customer leaving a one-star review or a frustrated email landing in your inbox, criticism can sting. But here's the thing: negative feedback is actually a golden opportunity - if you know how to handle it....
The Do’s and Don’ts of Phone Etiquette in Customer Service
Many customer interactions still take place over the phone, making phone etiquette in customer service as important as ever. A single phone call can make or break the relationship between a business and its customers. In fact, research shows that 60% of...
The importance of building trust with customers
Now more than ever, customers are flooded with endless options and information, and this is where trust sets businesses apart. It’s no longer enough to just offer a great product or service—customers need to trust that you’ll deliver on your promises and...
Empathy-Driven Service: Conflict Resolution in Childcare and Libraries
When you walk into a childcare centre or a library, what’s the first thing you notice? It could be the colourful books on the shelves, the sound of children’s laughter, or the welcoming smiles of staff. But behind those smiles is a skill set that's crucial to the...
Top Customer Service Skills Every Representative Should Have
When it comes to delivering exceptional customer service, certain skills are non-negotiable. Whether you’re in a bustling retail environment, a quiet library, a nurturing childcare setting, or managing a customer service call centre, mastering these skills can make...
How can Leaders motivate their Employees?
Whether you’re a seasoned leader or new to the role, motivating your team can sometimes feel like a bit of a mystery. You may find yourself asking: What are their professional goals? How do they prefer to receive feedback? Do they feel valued? Well, we...
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Sparkle Training is part of the HBB Group, and when you engage with us you have access to a range of services to grow your business through our training and blogs. Get in touch with us today to see how we can work together. We will respond to you promptly. That is what we teach – swift and effective Customer Service with results.
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Contact us so we can tailor your Sparkle Experience. Everything we do at Sparkle is bespoke to you. And the best bit? when you Contact Sparkle you will get a real, live person on the other end talking to you. Come Sparkle with Us Today. Contact: 1300 611 288 |info@sparkletraining.com.au
