Sometimes empathy can go a long way when it comes to call handling, whether you’ve got a disgruntled customer on the end of the line or someone going through a difficult time. Compassion and empathy could be exactly what’s required in the following three examples: 1. Customer service Sometimes things don’t go to plan: let’s say you’ve got outsourced customer service and a customer rings up to say a product… Read More »

What do you do with your customers when your office closes for the holidays? Auto-responders for emails, good. What about the phone? Argue with staff over who’s going to call by the office and return voicemails… If you’re in IT, like many of our clients, you might be thinking to install software to handle it all and politely relay a message, with button options, to solve customer queries. It’s a… Read More »

Most business owners recognise that delivering good customer service is important, but relatively few have a clear understanding of exactly how important it is. The reality is that the difference between delivering good and bad customer service can be the difference between a company succeeding or failing. Research from a 2011 American Express survey found that 78 percent of consumers have ended a planned transaction after experiencing a poor standard… Read More »

Your customers have expectations of your business. They expect to connect with a real person, first time, and get resolution to all their enquiries and issues. Queues and automated responses will frustrate them and reflect poorly on you. Achieving customer satisfaction year round is no easy task, especially for seasonal businesses which need to ensure the right people are serving their customers – doing the right things at the right… Read More »

WE CAN HELP You work hard during the year, managing customer calls and expectations 24 hours a day. People call you all the time, and just when you seem to have everything sorted out, you receive another ring. Another question. Another request. Another issue. Customer calls can catch and distract you at any time, even when you are enjoying your time on holiday. If only there was a way to… Read More »

Take Time For Yourself and Your Family It can be really easy to immerse yourself in work especially for someone who manages their own business, after all, we all know that customer support is important. Many people do not know when or how to switch off and find it difficult to call it a day. However, believe it or not if this sounds like you then you can be doing… Read More »

As National Customer Service Week rolls round again, it’s perhaps a good idea to take a look at why this is such an important part of your business strategy. It doesn’t matter what type of business it is, whether traditional bricks and mortar or exclusively online – if you don’t have a commitment to excellent customer service at every stage, you will quickly run into trouble. The world is awash with… Read More »

Engaging the workforce   “Any change, even a change for the better, is always accompanied by drawbacks and discomforts.” – Arnold Bennett “The price of doing the same old thing is far higher than the price of change.” – Bill Clinton Change is difficult. Especially in an industry with a reputation for exceptional customer service, tradition, family and respect. We understand this. We are a small family business. Our team understand that… Read More »

The story of Central England Co-operative Funeralcare and Frontline – Part Two   “Plans are of little importance, but planning is essential.” – Winston Churchill Stage two – start planning The most powerful and essential stage of any on-boarding is managing the expectations of what is and isn’t possible. Live call listening is a great leveller. And, in most cases It proves our team, knowledge and experience to be far beyond the… Read More »

The story of Central England Co-operative Funeralcare and Frontline – Part One   “The journey of a thousand miles must begin with a single step.” – Lao Tzu   Step 1 – Where does it start? It starts with an open mind and desire to provide an exceptional customer experience to each and every client, 24 hours a day, 365 days a year. We first spoke with Central co-operative about… Read More »