We’ve all experienced the frustration of calling a call centre to fix an issue, only to get stuck in a queue, get put on hold, and finally speak to an advisor who doesn’t want to listen and does not understand your problem. Contacting call centres can be exasperating and if the customer experiences any of these problems, they may move their business away from you to a competitor. Take heed of our top tips on how to avoid these issues and provide your customer with the best level of service possible

Customer service has the power to make or break your business. We live in an incredibly public and socially-orientated age. Marketing is continually evolving to accommodate the growing need for immediate access and transparency from organisations. Building relationships with clients and potential clients should be right at the top of your business agenda. 

Answering the telephone is a vital element of any business. Despite the rise of the internet, the phone is still the primary contact point between clients and your business. The modern tendency to rely on email, social media and texts has, however, resulted in a loss of sk

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...

It's hard to accept that everyone eventually dies. How can we better understand death as a part of life? In this episode, TED speakers contemplate the end of life with wisdom and humor.

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.

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…

In the fast paced world we live in today it can be hard to not take your work home with you. With the evolution of the internet everyone seems to expect businesses to be open twenty-four hours a day and seven days a week. Potential or existing customers want answers to any questions or problems they have with your business immediately. This can take its toll on anyone especially a small business owner that is trying to keep their work separate from their home life. 

As 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 examples of companies that fell into this trap – but there are also

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.

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 preconceived thoughts of the participant.  

From here we sit down with a big piece of paper and sketched out the first call process, the procedure for chapel visits, how to respond to arrangement requests…

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...

When on my travels meeting Funeral businesses, and those who provide services to the funeral business, I am regularly astounded by the amount of innovation and problem solving within the industry. That’s what happened when I met Tom Harries; a recent graduate who had seen and seized on opportunity with an inspirational amount of gusto

We're all working too hard but what is the solution? This blog post highlights a number of the key issues and suggests a few tips for freeing your time and enabling you to get back to your free time.... remember that?!