3 min read

Customer Experience: Just another catch-phrase?

Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those

3 min read

Approaching Customer Service with a 'Beginner's Mind'

A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr

6 min read

Saying “No” to “No” – the art of positive language when dealing with upset customers

No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we run