Jeremy Blake on February 3, 2016

Our top tips for successful call centre management are all about the future. The key to managing call centres effectively is to be planning ahead constantly so that service consistency matches the...

Jeremy Blake on January 25, 2016

If you started in telesales in the 80’s or 90’s, or even the early noughties, you were likely to have been on an induction programme that told you about the importance of Listening. If you were...

Bob Morrell on October 2, 2015

Customer Service has changed in the last five years. As my colleague would say 'the lines have blurred between selling and serving'. You could be employed to answer calls and deal with queries and...

Jeremy Blake on September 27, 2015

In 1971, a few months before I was born, Albert Mehrabian published Silent Messages where he stated the results of his experiments in communication.

He carried out a series of face to face...

Jeremy Blake on September 21, 2015

One of our increasingly popular training programmes is complaints. How well you deal with complaints is a strong indicator of how much you care about your customers.

Here are some...