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 day-care 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...
by Sienna Anderson | May 11, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
The Benefits of Prioritising Customer Service in Childcare When parents walk into a childcare centre, they are looking for more than a safe place for their child. They want to feel welcomed, heard, supported, and confident that their child is in caring hands. For one...
by Sienna Anderson | Apr 28, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
What Makes a Customer “Difficult” and How to Handle It Professionally Every customer service team has one. The customer whose name alone creates tension. The one described in team conversations as “hard work,” “demanding,” or simply “difficult.” In one organisation we...
by Sienna Anderson | Apr 14, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Every customer-facing role comes with its challenges, and one of the most common is dealing with difficult customers. Whether you are working in a library or a childcare setting, these interactions can feel stressful, personal, and at times overwhelming. However, what...
by Sienna Anderson | Apr 1, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
First impressions are everything in customer service. Whether it is a parent walking into a childcare centre for the first time or a visitor approaching the front desk at a library, those initial moments shape perception, trust, and long-term relationships. In...
by Sienna Anderson | Mar 17, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Working in libraries and childcare centres is incredibly rewarding. Staff get to support learning, build community connections, and make a real difference in people’s lives. However, these environments also place frontline staff in situations where they must deal with...
by Sienna Anderson | Mar 4, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Not every customer conversation is easy. Sometimes it is a frustrated parent who feels unheard. Sometimes it is a library member upset about a fine or a policy. Sometimes it is a stressed caregiver who is overwhelmed and reacting emotionally.In those moments, your...
