15 Overlooked Ways to Effectively Train Your Customer Service Team
Rob Rushton Rob Rushton

15 Overlooked Ways to Effectively Train Your Customer Service Team

Training a customer service team can be challenging, but it’s essential for delivering exceptional customer experiences. A well-trained team is more effective, confident, and motivated in their roles. This blog explores 15 overlooked strategies to elevate your training programme, including role-playing, gamification, VR simulations, and more. Learn how to create an engaging and dynamic training environment that ensures your team is well-prepared and ready to provide top-notch service.

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Pouring Success: How Bartending Transformed My CX Career
Hospitality Rob Rushton Hospitality Rob Rushton

Pouring Success: How Bartending Transformed My CX Career

Running a pub during a busy bank holiday weekend is no small feat. It’s a whirlwind of activity, a test of endurance, and a true testament to the power of preparation and teamwork. As someone who changed from ther hospitality industry to financial services, I’ve come to realise how the principles of continuous improvement and marginal gains can be applied across different sectors to achieve exceptional results. Let me take you back to one of those bustling weekends to illustrate how these lessons have shaped my career.

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Enhancing Customer Experience: The Essential Role of Diversity, Equity, and Inclusion
Rob Rushton Rob Rushton

Enhancing Customer Experience: The Essential Role of Diversity, Equity, and Inclusion

Discover why diversity, equity, and inclusion (DE&I) are crucial for creating exceptional customer experiences. Learn how a diverse team can drive innovation, improve accessibility, and foster a collaborative culture. Embrace DE&I to build better products and services, break down barriers, and create a more inclusive and successful business environment.

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7 Essential Skills for a Successful Customer Experience Manager
Rob Rushton Rob Rushton

7 Essential Skills for a Successful Customer Experience Manager

In today’s competitive market, a Customer Experience (CX) Manager plays a crucial role in ensuring customer satisfaction and loyalty. To excel, a CX Manager must possess a diverse skill set, including emotional intelligence, communication, problem-solving, analytical thinking, adaptability, leadership, and a customer-centric mindset. These skills help navigate customer interactions, drive team success, and continuously improve the customer experience.

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From Bartending to CX Professional: Lessons Learned from a Wine Incident
Hospitality Rob Rushton Hospitality Rob Rushton

From Bartending to CX Professional: Lessons Learned from a Wine Incident

As a young bartender, I was responsible for delivering a quality customer experience in a bustling bar. Little did I know, an incident involving a bottle of white wine would shape my understanding of customer service and set the foundation for my career as a customer experience (CX) professional. This story reflects the importance of empathy, context, and proportionate responses in handling customer complaints.

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