12 Sep 2018

Handling Difficult Conversations - With Customers and ColleaguesWhen you have a difficult conversation it's really important to demonstrate empathy i.e. try to see the other person's point of view and understand how they are feeling, before you begin to find a solution.I have a great empathy exercise which I use during this workshop. It is not only fun but it also helps deleg...

23 Aug 2018

Coaching Tip - How to avoid giving adviceHave you ever been in situation where you are coaching a team member and when you've asked them what they think they can do to resolve an issue, or a next step they can take to improve their performance, and there's either a long silence or they tell you they don't know - they may even ask you to tell themWhen this happens are you tempted ...

23 Aug 2018

Delegation - What Can Go Wrong?Have you ever had a task delegated to you and thought you'd fully understood, only to later find out that you hadn't quite done the right thing?Why did this happen and what did you learn from it?Do you now delegates tasks to colleagues/team members?Watch my 30 second video to hear 1 small action you can take if you delegate a task to a team ...

23 Aug 2018

Develop Your Listening SkillsHere's another Customer Service Focused 30 second tip. Are you a great listener? Or are you making a common mistake when you start a conversation with customers?If you manage a Customer Service Centre, what is your current call structure? Are you giving your service advisors the opportunity to actively listen?Watch my bite size video to find ou...

23 Aug 2018

Dealing with a customer escalationThe reason I have chosen this tip is because when I was monitoring calls during my career and providing coaching support to managers, I often heard managers take over a customer escalation by asking the customer 'How can I help?'.This results in frustration and sometimes anger when a customer feels they have to repeat their situation, which they...

23 Aug 2018

Dealing with Angry CustomersSticking with Customer Service tips this week, this one focuses on irate customers who use strong language - not a nice call to take - I certainly dealt with many of these during my careerWatch my short video to discover a quick tip to help you[video width="1280" height="720" mp4="https://turnercorner.co.uk/wp-content/uploads/2018/08/WIN_20180809_1...

08 Aug 2018

How to respond positively to customersHow often do you get through to a dept to be told 'You've come through to the wrong dept' - You're to blame right? I think notWatch my short 30 second video to find out what's wrong with this type of response and a suggestion to get the conversation off to a more positive start[video width="1280" height="720" mp4="https://turnercorner.co....

08 Aug 2018

Using the Customer's NameToday's 30 second tip, focuses on an area I am very passionate about i.e. Customer Service Do you want to ensure you get off to a positive start with your customers? Then watch my short video to ensure you avoid a mistake that I often heard in the workplace and still hear as a customer A customer may not tell you that they don't like the assumption you've ...

08 Aug 2018

How To Engage Your AudienceIf there was one simple action you could take to increase the level of understanding, engagement and interest from your audience, such as your team, would you be interested?The action All you need to do is take 30 secs out of your day to watch my short video[video width="1280" height="720" mp4="https://turnercorner.co.uk/wp-content/uploads/2018/08/...