Stay up to date with the latest customer service trends and insights. Discover our collection of case studies, blogs and training materials, designed for leaders, managers and frontline teams focused on delivering exceptional customer service, even under pressure.
Dealing with over 100,000 calls per year, this was a very busy operation spanning 24 hours a day, 7 days a week at high levels of stress.
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With its 200-strong customer service team handling a range of inbound and outbound calls, the aim of this large, non-profit organisation was to provide a consistently high level of customer service.
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I was reminded today how the right question - asked by the right person, at the right time, in the right way - can trigger revolutionary leadership.
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When frontline environments get busy, something predictable happens. Not because teams are careless, but because they are human.
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Teams rely on email more than ever. Sometimes that’s right. Often it isn’t.
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We all know that a team that performs well is important, but a team that behaves well is just as important when it comes to building a customer-first culture.
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You can have the perfect feedback model, the right words, the right evidence, the right intent, and it will still fail if trust is missing.
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