by Sienna | May 7, 2025 | Customer Retention, Customer Service Excellence
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.”...
by Sienna | Apr 17, 2025 | Customer Service Excellence, Sparkle News
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...
by Sienna | Apr 8, 2025 | Customer Retention, Customer Service Excellence
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...
by Sienna | Mar 24, 2025 | Customer Retention, Customer Service Excellence, Sparkle News
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...
by Sienna | Mar 11, 2025 | Customer Service Excellence, Sparkle News
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...
by Sienna | Feb 25, 2025 | Customer Service Excellence
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...
