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 »

  1.     How do 3rd party companies store customer’s data? And how do they ensure data is handled properly, such as the removal of names from the database? Any 3rd party company that stores customer data must register with the state and comply with strict local data protection laws.  Legislation requires that data only be collected for specific and justifiable reasons, adequately protected against theft or damage, and deleted after… Read More »

With nearly 30 years’ experience working at Frontline between them our announcement today should not come as a surprise: we are truly thrilled to announce the promotion of Nikki Blogg and Andrea Shotter. Together they will be leading the operating team to ensure that we nurture happy operators, happy customers and most importantly happy clients. Andrea will be assuming the role of Centre Manger. Andrea has consistently demonstrated her commitment… Read More »

Employees in the UK work longer hours that any of our European counterparts. In fact, if a recent TUC report is to believed, it seems that we not even particularly good at taking holidays… or even lunch breaks! Is it any wonder then that generation Y are revolting against this mind-set – “they don’t live for work… they work to live” -and that many companies now work hard to stress the opportunities… Read More »

image Source As one of the world’s leading financial and scientific centres, the UK is always a tempting prospect for a company looking to expand overseas. It’s the gateway to Europe, home to some of the finest business minds on Earth and always a shrewd investment. For all these reasons, it’s also a difficult country to branch into. There are decisions to be made, strict employment laws to rub up against… Read More »

  Working as a Customer Services agent is a tough role. You’re often confronted with challenging situations, problems and issues – and you’ve got to listen, adapt your style, problem solve and resolve the issue whilst providing an exceptional customer experience. So, from time to time, it’s worth consoling yourself with the words of some of the greats;   “Do what you do so well that they will want to… Read More »

  Go back in time only seven years, and social media was an optional marketing extra. Today, it’s possibly the most-significant customer service channel available to your team. Or should that be “customer service channels”? Rather than simply being one facet of the same thing, social media is about a multitude of different ways to interact with your customers. Each brings its own unique advantages, ready to be exploited by… Read More »