In the dynamic and unpredictable realm of the service industry, where first impressions reign supreme and emotional intelligence is invaluable, understanding people is crucial. Whether managing a front-of-house team at a luxury hotel or running a customer support centre, the ability to connect with clients and colleagues on their wavelength can be the difference between chaos and excellence. Enter Surrounded by Idiots by Thomas Erikson, a ground-breaking behavioural science b

In the world of customer service, culture isn’t built overnight,  it’s shaped by a thousand small choices made every day. One of the most defining of those choices is what we choose to celebrate, and what we choose to tolerate. As the saying goes: You get what you celebrate, and you get what you tolerate. This powerful idea should guide every customer service leader aiming to build a high-performing, values-driven team. Let’s explore what this means in practice. The power of

In business, leadership and customer service are often viewed as complementary forces, working toward the same goal of organisational success. However, an underlying tension exists between these two domains, one rooted in authority and strategic oversight, the other in empathy and customer satisfaction. Understanding this delicate balance is essential for sustainable growth and long-term customer loyalty. The dichotomy: control vs. compassion Leadership thrives on control, se

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Amid the frenetic pace of current business dynamics, a delicate dance unfolds daily between leadership and customer service. This...

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It doesn’t matter how great your product or service is: if your customer service is poor, people will complain about it, and you’ll lose...

Over 300 billion emails are sent every day. That's 3.5 million emails sent per second. Personally, I receive hundreds per day—and...