Do you (or the people that you manage work in a Call Centre, Help Desk or just have to make calls to potential or existing customers) struggle to inject enthusiasm into your voice when speaking to customers on the phone?…
In the early 2000s Stuart worked for a group of contact centres that decided to relocate their main offices to Belfast. Much as he loved Belfast, he didn’t want to up sticks and move there, so he took redundancy and…
Think about the service that you are providing your customers. Are they staying with you or moving on as soon as a contract is finished – if they are, are you asking them why? Are you looking for feedback, so…
You may be surprised at this stage to see an over-sized burger and a hot apple pie, but this is to demonstrate the difference between Up-selling and Cross-selling. Think about it, if you went into a famous burger chain and…
Resolve Your Problems Quickly & Learn From Your Mistakes A lot of problems with organisations is they don’t resolve problems quickly enough. Do something about them quickly and keep your customers aware of what is going on throughout – even…
Encourage Your Team To Come Up With News of Providing Fantastic Service Often Directors, Managers and Line Managers think they are the ones with all the big ideas – things such as ‘Ways of Delivering Excellent Service’ come down from…
Keep Your Customers And Staff Updated If you find that you are regularly losing customers, one the first things to consider is how you communicate with your customers. I asked my client “How do you keep your customers AND staff…
In a recent Convergys UK Customer Scorecard Research, 61% of consumers said that the customer experience has not improved over the past year, and another 14% said that it has actually gotten worse. Here are some of the topline stats…
To help us better understand how conflict arises within the team, we need to look at how teams are formed and the stages they go through in moving from a group of individuals to a cohesive team. It is generally recognised…
Always state your I.P.A. at the start of every Sales Pitch, Call or Presentation. I – Introduction - what’s your name and who do you work for or represent P – Purpose – why you are calling. Include a ‘Hook’ – more on…