Business

We’re all familiar with sayings about a first impression: ‘a first impression is a lasting impression’, ‘you never get a second chance to make a first impression’, ‘you only get one chance to make a first impression’, ‘you will form a lasting impression within the first seconds’ etc. So does that mean if you make a great first impression, that’s all you need to do? We sometimes put so much energy into a positive first impression, that we forget all about the last impression. What’s the impression that stays with your customers when they leave your businesses or complete their transaction? What will be theRead More →

First impressions are mental snapshots you take when you first encounter a person or situation. First impressions include a person’s looks and actions, including general grooming and cleanliness, clothing, voice tone, attitude, body language, and posture. These elements, put together, make up your personal style. First impressions do matter. They matter a lot. When people see you for the first time, what is their first impression of you? People see you first, hear you second. The first step to making a good first impression is your appearance. When you do not have a nice appearance, you might present an obstacle that blocks your customers fromRead More →

One question I get asked a lot.. is the customer always right? ‘What do you think? Is the customer always right?’ Absolutely! The customer is always right, even when they’re wrong they’re still right. For example, customers might get their facts wrong, they may be confused or unsure about certain things, but the customer’s opinion is always right and valid. So if the customer has a good or bad opinion of your service, knowledge or ability, they are in fact correct. For example, I had a situation recently where I ordered the wrong particular drink. It didn’t taste like my normal drink, and the customer serviceRead More →

Graham Roberts-Phelps explains the tailored services available across the UK through Brilliant Customer Service Training. Brilliant Customer Service is a UK based company offering a range of services for organisations and companies to enhance and improve their customer service standards, systems and skills. This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer centric. These are delivered by a growing number of experienced and expert consultants and trainers. We have a ten year proven track-record of delivering great live training, coaching and consulting. Our approach is to instruct and inspire, with a focusRead More →

Graham Roberts-Phelps describes his self-created process called ‘At The Desk Skills Coaching’ used by Brilliant Customer Service. Brilliant Customer Service is a UK based company offering a range of services for organisations and companies to enhance and improve their customer service standards, systems and skills. This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer centric. These are delivered by a growing number of experienced and expert consultants and trainers. We have a ten year proven track-record of delivering great live training, coaching and consulting. Our approach is to instruct and inspire, withRead More →

Graham Roberts-Phelps elaborates on the consultancy services and advice Brilliant Customer Service Training can offer you and your company. Brilliant Customer Service is a UK based company offering a range of services for organisations and companies to enhance and improve their customer service standards, systems and skills. This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer centric. These are delivered by a growing number of experienced and expert consultants and trainers. We have a ten year proven track-record of delivering great live training, coaching and consulting. Our approach is to instruct andRead More →

Graham Roberts-Phelps explains Brilliant Customer Service Training courses can be personalized and relevant to your company or organization. Brilliant Customer Service is a UK based company offering a range of services for organisations and companies to enhance and improve their customer service standards, systems and skills. This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer centric. These are delivered by a growing number of experienced and expert consultants and trainers. We have a ten year proven track-record of delivering great live training, coaching and consulting. Our approach is to instruct and inspire,Read More →

Graham Roberts-Phelps gives a example of bad customer service training, and why it is important to be trained properly. Brilliant Customer Service is a UK based company offering a range of services for organisations and companies to enhance and improve their customer service standards, systems and skills. This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer centric. These are delivered by a growing number of experienced and expert consultants and trainers. We have a ten year proven track-record of delivering great live training, coaching and consulting. Our approach is to instruct andRead More →

Graham Roberts-Phelps discusses how much customers spend, and employees get paid – sometimes creating a negative Customer Service. Brilliant Customer Service is a UK based company offering a range of services for organisations and companies to enhance and improve their customer service standards, systems and skills. This includes a range of unique and proven training courses, at-the-desk skills coaching and consulting services to help organisations become more customer centric. These are delivered by a growing number of experienced and expert consultants and trainers. We have a ten year proven track-record of delivering great live training, coaching and consulting. Our approach is to instruct and inspire,Read More →