THE BEST TRAINING BLOGS OUT THERE
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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...
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...
5 examples of bad Customer Service and how to fix it
"Can you hold for a moment?" "That's our policy." "There's nothing I can do. "You'll have to speak to someone else about that." "Can you repeat that?" "I'm sorry, but..." "Let me transfer you to another department." "Let me transfer you to another department." "Did...
9 ways Childcare Centres can attract and retain the right staff
Childcare centres are designed to provide a safe and nurturing environment for children to learn and grow. However, the success of these centres heavily depends on the quality of their staff. Attracting and retaining the right staff can be consistently more...
How Childcare Centres can create lasting Customer Relationships
In the early education industry, and with the everchanging needs of families and children, creating lasting relationships with customers is fundamental for the success and sustainability of childcare centres. Here’s how childcare providers can build...
Giving employees feedback – 5 ways to do it
Have you ever been faced with a situation where you had to give a staff member some constructive criticism, but you were unsure of the right way to go about it? Providing feedback to employees is an important aspect of workplace management that can significantly...
Customer Complaints – 10 steps to handle them
It goes without saying that every business, regardless of the industry, encounters customer complaints. While some may seem like nuisances at first glance, they actually present opportunities for improvement. How you handle these complaints can significantly impact...
Crucial Conversations with Staff – How to have them and what to expect
In any workplace, there are moments when important conversations need to be had. These crucial conversations can range from addressing performance issues to discussing sensitive topics like workplace dynamics or career development. While they may seem daunting,...
Why Customers leave and how to avoid it
Despite our best efforts, customers sometimes choose to walk away. This phenomenon, also known as customer churn, can be detrimental to a business's growth and sustainability. Understanding why our customers leave and implementing strategies to prevent customer churn...
How to make your Library service stand out from the rest
Libraries are more than just repositories of books; they are vibrant community hubs offering a wide range of services and resources. However, with increased competition from online platforms and other forms of entertainment, it's essential for libraries to find ways...
How to keep Staff motivated and engaged
Keeping customer service staff motivated and engaged is important when it comes to maintaining customer satisfaction. There are many different strategies managers can use to achieve this amongst their staff. Here are some of those strategies: Recognition and...
What does your DISC Personality reveal about your Customer Service Style?
Do you ever wonder why some people excel in customer service while others struggle? The answer might lie in their DISC personality type. The DISC model categorises personalities into four main types: Dominance, Influence, Steadiness, and Compliance. Each type has its...
Why should you train your Staff in Customer Service?
Ideally, all businesses would like to hire people who are naturally great at providing quality customer service. And those people do exist, but they are few and far between. Training your customer service team improves their communication skills, problem-solving and...
How to avoid Burnout in the Workplace
Workplace burnout is the product of prolonged work-related stress. Staff that are burned out are typically emotionally drained and can experience negative and detached feelings in relation to their work. According to research, Staff Burnout is one of the primary...
5 benefits of training your Library staff in 2024
Have you considered how you can kick off 2024 by making a difference within your Library Service? Training your library staff comes with many benefits, contributing to both individual professional development and overall library efficiency. Staff development and...
How can I reconnect with my customers in the new year?
The new year marks the time for businesses to pick back up where they left off last year with their customers. Thinking of ways to reconnect with your customers can be intimidating, however, following up in January is an important way to stay front-of-mind with...
How to prepare your Daycare Centre for next year
Among the chaos that comes with the month of December, you need to set aside some time to prepare your daycare centre for the end of the year, and for the beginning of the new year. When running a childcare service, you are responsible for many areas that require your...
What makes a Childcare Centre successful?
What is the definition of a successful childcare centre? While there is no single definition of success in childcare, a centre that creates a stimulating, safe and loving environment for children, meets or exceeds standards and has a well-trained team of staff would...
Make Your Library Sparkle to Kids!
A BEACON FOR YOUNG ENTREPRENEURS In a world filled with digital distractions and modern technologies, libraries have faced a formidable challenge in recent years: attracting more kids through their doors. But what if we told you there's a way to not only...
Why is Building Rapport important in Customer Service?
At the heart of Customer Service Excellence is Rapport Building. Simply being friendly won’t suffice. You have to be able to build a solid relationship with the customer, that makes them feel connected, comfortable and confident in your ability to meet their needs. We...
How can I Calm and Support Difficult Customers?
No matter the industry you are in, most roles involve interacting with customers. When dealing with any customer, it's important to have excellent customer service skills, especially when dealing with difficult or angry customers. There are simple yet effective tips...
3 Ways DISC Profiling Can Drive Customer Service Excellence
Hi all, just thought I would share some results from a program we ran, if you want more detail, please contact us. CASE STUDY RESULTS: Outcomes Increased customer satisfaction by 40% Increased staff satisfaction by 60% Increased average daily time...
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