Let’s chat about the increase in angry customers. Why is it happening, and what can we do about it? Why are angry customers on the rise? To begin, social stress has increased over the last two to three years due to the pandemic and the general life upheaval we’ve all [...]
Recent research points to the majority of customers having higher expectations of good service than they did pre-pandemic, with a greater demand for fast and accessible interactions with companies. 71% of consumers believe that businesses showing empathy will earn loyalty. This demonstrates that service is not just about solving problems, [...]
In this current service climate, customer experience has never been under so much scrutiny, and it’s critical to get it right. Service is different from experience. For example, if you went to the shop and ordered your coffee, and you got it quickly, and it tasted great, and it wasn’t expensive, that’s [...]
The author Steven Covey told the story of a badly behaved family on a train. While the boys annoyed other passengers with their loud noises and by running up and down the aisle, their father did nothing. One of the passengers reached boiling point, and he reprimanded the father for [...]
We’ve all heard the saying that customers are always right. However, many client-facing and customer service roles would agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. There can even be a danger with this saying that can tolerate or allow poor customer behaviour. This [...]
How do you manage angry customers when their behaviours are driven by mental illness or substance issues? Dealing with this type of aggression falls under the category of unpredictable. This means that unlike common aggression triggers, which may have easy to identify warning signs, this type of customer may be [...]
The equilateral pyramid An equilateral pyramid is one where all sides are equal and there is a solid base. If one side begins to dominate, or drops the ball, then the whole structure changes and collapses. In direct care, the three sides to the pyramid: The client. The staff. The [...]
We all have examples of a time we have intended to make someone laugh, but the impact of our joke is hurt, anger, and conflict. What started out as a light-hearted moment became heated and heavy. A friend has been having in-home nursing, every day, for the last four months. [...]
Most of us know someone for whom life has been irrevocably changed by an event that is largely beyond their control; a divorce, an unplanned pregnancy, a pandemic, the outbreak of war. These life-changing events can be sudden and blindsiding but usually, when the immediate impact passes, life returns to [...]
What is Jollying? In an aged care facility when a resident dies the staff become crazy happy. They start singing and dancing with the other residents so they don’t see the body leaving the facility. The driving thought is that seeing the body leaving is upsetting and the other residents [...]
