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

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Are you tired of being put on hold for hours on end, dealing with rude and unresponsive customer service representatives, or receiving...

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In today's fast-paced business world, customer service has become a crucial part of a company's success. With the rise of technology and...