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 | Jul 15, 2025 | Customer Service Excellence, Sparkle News
We don’t often think of libraries as customer service hubs. After all, they’re quiet, calm places filled with books, not buzzing call centres or sales floors. But the truth is, every interaction in a library is a customer service moment, and those moments...
by Sienna Anderson | Jun 17, 2025 | Customer Retention, Customer Service Excellence
You can feel great customer service just as easily as you can spot poor service from a mile away. And so can your customers. Whether it’s the indifferent tone, the “I don’t know” answers, or the lack of confidence in handling an issue,...
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 | 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.” Suddenly,...
