by Sienna Anderson | Aug 14, 2025 | Customer Retention, Customer Service Excellence, Sparkle News
If you work in customer service, you know the drill: most customers are polite, reasonable, and a pleasure to help. But every now and then, you come face-to-face (or ear-to-ear) with someone who’s angry, impatient, or downright rude. These moments can be stressful —...
by Sienna Anderson | Jul 30, 2025 | Customer Retention, Customer Service Excellence
If you’ve ever walked away from a tough conversation with a parent, patron, or carer feeling mentally drained, you’re not alone. Whether you’re in a childcare centre managing nervous or frustrated parents, or a library dealing with demanding or disruptive...
by Sienna Anderson | Jun 26, 2025 | Customer Service Excellence, Sparkle News
In a time where the value of community services is being constantly assessed, libraries have proven time and again that they are more than just book depositories – they are essential hubs for learning, connection, support, and belonging. Yet despite this pivotal...
by Sienna Anderson | May 21, 2025 | Customer Retention, Customer Service Excellence
Picture this: You’ve invested time, money, and energy into customer service training, but something’s still off. Your team isn’t delivering the experience you envisioned, customers aren’t raving about your service, and frustration is creeping...
by Sienna Anderson | 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...
