
Why should I care? Customer services manager’s checklist
Published Thursday 15 October 2015
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.
Published Thursday 15 October 2015
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.
Published Thursday 30 April 2015
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.
Published Sunday 8 March 2015
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.
Published Thursday 5 February 2015
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