by Sienna Anderson | Oct 13, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How Library and Childcare Teams Can Turn Every Phone Call Into a Positive Experience When a parent calls a childcare centre with a concern, or a library member needs help finding information, the way their call is handled can shape their entire experience with your...
by Sienna Anderson | Sep 29, 2026 | Customer Retention, Customer Service Excellence
Why customer service skills need to be trained just like technical skills They knew their jobs, they knew the systems, they knew the policies, they understood the processes, they were experienced, capable and good at what they did. But then a customer became upset.A...
by Sienna Anderson | Sep 1, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
How library teams can manage challenging behaviour while protecting the experience of other customers It started when one customer was frustrated about a computer booking. Then they became frustrated about the printer. Then the conversation moved to the library’s...
by Sienna Anderson | Aug 18, 2026 | Customer Retention, Customer Service Excellence, Sparkle News
Why empathy and active listening matter even when customers have unrealistic expectations A customer arrived frustrated. They had a very specific expectation about what should happen, but unfortunately, what they wanted simply wasn’t possible. The policy was clear....
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 daycare and library services tell me they don’t have enough time. And they’re right that something isn’t working. But...
