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...
by Sienna Anderson | Jul 21, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How active listening improves service outcomes and reduces conflict The story started with what seemed like another difficult customer. A parent arrived at a childcare centre visibly frustrated. Their tone was sharp, their arms were folded, and they immediately began...
by Sienna Anderson | Jul 9, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Learning how to respond to feedback with professionalism and empathy No one enjoys receiving a complaint. Whether it comes from a parent, a library member, or a visitor, the first reaction is often disappointment or frustration. Staff work hard every day to provide...
by Sienna Anderson | Jun 24, 2026 | Customer Service Excellence, Leadership, Sparkle News
By Sofía Silva Berenguer at Sparkle Training – For day-care centre directors and library managers – June 2026 The leaders I work with in daycare and library services tell me they don’t have enough time. And they’re right that something isn’t working. But...
by Sienna Anderson | Jun 10, 2026 | Customer Retention, Customer Service Excellence, Education + Learnings, Sparkle News
Using Customer Feedback to Improve Service Performance No organisation actually enjoys receiving customer complaints. In childcare centres and libraries, complaints can feel particularly personal because staff work hard every day to support children, families, and...
by Sienna Anderson | May 26, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
The connection between exceptional customer service and sustainable business growth When parents choose a childcare centre, they are placing their trust in the people who will care for their children each day. While facilities, programs, and pricing all play a role in...
