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 | 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 | 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...
by Sienna | Feb 13, 2025 | Customer Service Excellence
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...
