As a customer services manager, you play an important role. Here is a useful checklist to help you and your team deliver great customer service.

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This month we want to talk to you about a concept we call the ‘value trap’, something which occurs when we assume that someone will behave in a certain way in a given situation. The ‘value’ trap is sprung when the values of an individual lead them to behave in an unexpected way, negatively influencing the way others see our organization.

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The resilience and helpfulness of many frontline teams is impressive, even when dealing with difficult customers. Mark McDermott outlines five essential skills for frontline customer services and sales teams.

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Conversational selling skills: how to get your frontline staff to start conversations and to close sales. Read Mark McDermott’s blog to find out more

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