Posts tagged training
Making an Action Plan for Better Customer Care Responses: A Case Study

The customer care leadership team of this multinational company was concerned about the quality of written responses going out to customers. They had seen samples with poor spelling and grammar and worried those samples might be representative.

Find out how I approached the project, and how we worked together to improve customer care replies.

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How to make a difference: English Academy for Newcomers

Ever since I started From Scratch, I’ve been looking for a charity or NGO to support on an ongoing basis.

Lo and behold, one fine morning I found the perfect match: English Academy for Newcomers is aligned with the From Scratch ethos of #noborders; intercultural & multilingual communication; and using linguistics in a practical way.

I met founder Phil Wozny for an interview about what it means to make a difference — and how we can help them succeed.

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Hiring a trainer? 13 things to look out for before you sign on the dotted line

Corporate training is a huge industry. In the UK alone, there are thousands of training providers helping businesses improve the skills of their staff. Add overseas providers into the mix, and finding an external trainer worth their salt becomes a massive task.

This 13-point checklist is designed to help you quickly assess trainers — and find someone who's able to make a real difference in the training room

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7 common misunderstandings in multicultural customer care (and how to fix them)

Brexit, "Make America Great Again", Narendra Modi's Davos speech about globalisation losing its lustre: those things can't fool us into thinking that globalisation is over. Every business now sells to a multicultural, multilingual audience. In this article, we'll look at 7 common conundrums that can get in the way of building rapport with customers who speak a different language, or who live in a different culture — and how to solve them.

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How can customer care survive the plastic storm in our teacups?

This month started off with a shock to the British public: our beloved teabags contain plastic. Tea lovers all over the country started asking their favourite brands some difficult questions on Twitter. And it didn't take long till we saw service teams getting some stick for how they responded.

In this article, we'll analyse what went wrong in those tweets, and how to do it better — both now and in the long run.

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Doing good: 5 tips for consumer questions about your ethics

Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about ethics and sustainability. Sabine's put a company to the test. See why the response she got isn't good enough — and what you can do so your team gives a better one.

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