by Sabine Harnau | Oct 15, 2020 | Culture Change, Customer Care, Training
Writing has become such an essential customer service skill that it’s fair to call the average advisor a professional writer. Words on a screen sometimes even form the entire service experience. It’s therefore not surprising that many companies monitor...
by Sabine Harnau | Oct 8, 2020 | Customer Care, Training
Training customer care teams is a tough job: there’s so much to cover — systems and processes, products and services, all the different touch points (company web site, FAQs, app, social media)… This article is here to offer some help with the most important...
by Sabine Harnau | Oct 8, 2020 | Training
Let’s make training more enjoyable than school! Training methods may seem an insignificant detail — but they do much to shape your team culture. Thinking back to our own school days, we can probably all remember lessons that made it fun being a group of 20, 30...
by Sabine Harnau | May 28, 2020 | Case Studies, Customer Care, EN-Portfolio, Training
The customer care leadership team of a multinational consumer goods company was concerned about the quality of written responses going out to customers. They had seen samples with poor spelling and grammar and worried those samples might be representative. The first...
by Sabine Harnau | Apr 29, 2020 | Training
Corporate training is a huge industry. In the UK alone, there are thousands of training providers helping businesses improve the skills of their staff. Add overseas providers into the mix, and finding an external trainer worth their salt becomes a massive task. This...
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