During times of grief, people take extra appreciation in being spoken to in a compassionate manner.

When a person has lost a loved one and they set about arranging the funeral, it is a desperately challenging time. Going through the costs associated with a funeral can seem far too trivial when one of the most important people in their life has passed away.

In order to be able to build strong relationships with your customers, you need to be able to communicate with them. In 2011 the ONS carried out a Census focusing on what languages people speak, it found that 4.2 million people over the age of three spoke another language other than English as their main language

In theory, "call escalation" can be the key technique in problem resolution. Should a customer have a question a representative can't answer, escalation is a neat way of diverting queries to more senior members of staff. Over many years, Frontline have developed a streamlined and effective escalation process that connects customers with the person who has their answers.

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...

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…

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 even entertaining the thought of another company handling their customer’s enquiries can be difficult.

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...