Customer Service

Why You Should Use IVR

If you’re not using IVR for your business, you should be. Interactive voice response (IVR) is an automated

Why is Customer Service so hard?

I recently took my daughter to a large retail chain that specialises in fabric and craft items. Now,

A Guide for the Lowly Shop Assistant

When you first waltz into a shop your initial impression will be your lasting one, in which case, the person guarding the counter ought to have a few skills under their belt to impress you: an encyclopaedic knowledge of the product, a contagious smile and a confident, positive attitude. This initial interface becomes even more

Sher-Locking in the sale with attentive customer service

When Sherlock Holmes, a detective whose skill is only eclipsed by his fashion sense, walks into a room for the first time he immediately begins to observe every single little detail, no matter how seemingly insignificant, so that he can mentally piece together the puzzle that is the unknown. It might be the mud on

Wax-On, Wax-Off: Clean Up Your Business Skills

How do you turn your business acumen from good to great? The answer… it’s all in the little details. Take the classic 1984 film “The Karate Kid”; Mr. Miyagi trains his protégé, Daniel, to become a karate master with a series of seemingly menial tasks, the most famous of which is, of course, the endlessly

The Power of Social Media: Turning Disgruntled Customers Into Loyal Ones

A wise, rather scantily clad woman once said: “You can be the ripest, juiciest peach in the world, and there’s still going to be somebody who hates peaches.” While I’m sure Dita Von Teese was referring to her female counterparts, I think this quote can be applied to business, too. No matter how good your

Passion – What Successful Careers Are Made Of

I love playing video games. I play most days and I’m quite competitive online in some of them. But they’re not my passion. I’m never going to make a successful career out of them. That’s because I don’t spend every waking hour thinking about videogames, trying to develop them, watching online videos in an effort

Why Staff Training is the Best Investment You’ll Make

When’s the last time you listened to your staff answer – or talk to a client on – the phone? I don’t mean walking past and catching a few phrases here and there. I mean stopping and really, really listening. Did they address the client by name? Did they sound engaged and interested? If they

Music for Business: Because not everyone loves Beyoncé

I love Beyoncé. Like worship-level love. But I have come to appreciate that some people don’t. Why? Well I have no idea because she’s basically a living goddess, but for whatever reason, some people don’t like her. Why am I telling you this? Because there’s a lesson to be learnt here! If I were to

Effective Resume Writing – How To Do It Right

I absolutely hate eating cheese. That was the first impression I made on you. If you love cheese