by Sienna | Nov 28, 2024 | Customer Service Excellence
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...
by Sienna | Oct 2, 2024 | Customer Service Excellence
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. ...
by Sienna | Sep 17, 2024 | Customer Service Excellence
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...
by Sienna | Aug 21, 2024 | Customer Service Excellence, Fun and Learning
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...
by Sienna | Jul 11, 2024 | Customer Service Excellence
“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…”...
