Thrive Homes UK’s Post

Have you recently listened in to the phrases your team are using when responding to customers? Our simple Checklist will help you to determine whether your people need more help in understanding how to respond positively, constructively or empathetically. Download our checklist here - https://lnkd.in/gKR_H_Yt

The growing trend of increased customer hostility has meant that the ability to effectively resolve conflicts has become an essential skill. We are proud to launch the 'WorldHost Dealing with Conflict' training, equipping employees with the strategies to handle anger, abuse and conflict, and de-escalate situations. Read more: https://ow.ly/vkGr50QKFXS #customerservice #workplacetraining #conflictresolution

Automation is great, but nothing beats genuine human connection.

If this is you today, your customers are collectively telling you something. Enquiries are always going to be part of supporting customers, but if the volumes are high, ask yourself: - Did we provide enough information to help the customer? - Were there any surprises that you could have warned them about? - Could you have laid out the charges in a more transparent way? While no-one likes an increase, it’s particularly frustrating for customers when the information available to them is not to a good standard. Much of the mistrust between RPs and customers is associated with a lack of transparency, making the same mistakes, and feeling ‘done to’. Every enquiry is a learning opportunity for your team and your organisation, and information that will make everyone happier if you understand and action it. Don't waste the opportunity to hear what your customers are telling you. #ServiceCharges #SocialHousing #CustomerExperience #FailureDemand

Turning Adversity into Advantage: Mastering the Art of Effective Service Recovery

Weaved throughout our vulnerability training courses and client support work are these 4 elements: Circumstances Impacts Needs Support In this video I talk about these in more detail, and highlight the importance of considering each of these elements when it comes to supporting vulnerable customers. #VulnerableCustomers #CustomerService #CustomerExperience

Very useful top tips for Customer Service teams in this video to help engage in conversation when a customer is in a vulnerable situation and how you can act to best support them. #vulnerablecustomers #vulnerablecustomersuppport

Are you going to be at Team'24? Would you like to hear how other generations use customer support? Come along to this braindate and join the conversation. If you want to read some of my thoughts search for my blog "how-to-provide-a-great-service-desk-experience-across-generations"

Most problems of our customers can be solved by #Problemsolvers 1.Responding to them on time 2.Listening to them 3.Stating facts as they are If we miss point 1, we have just made OUR problems bigger.

"Today's Goals: Answering calls with a smile Turning frustrated customers into happy ones Resolving issues with patience and care Spreading kindness and positivity through every conversation Let's make today a great day, one call at a time! #CallCenterLife #CustomerService #PositiveVibesOnly #Goals"