Customer service is essential to any business, as it determines customer behaviour and loyalty. In fact, data shows that 94% of customers stated that a positive experience would make them more likely to purchase from a business again. As such, keeping on top of trends and customer demands is necessary for providing the best experience […]

By Gavin Scott, Author and Founder of LOAF Training Here are ten top tips for providing excellent customer service… 1. The power of a smile This is so simple, but you will be amazed at how many people do not do it! Without it, the rest of these tips will not work. If you smile […]

Finding Gold Dust – How to Create Exceptional Customer Experiences by Gavin Scott was published in December and has been number one on Amazon in three categories, including the Secretarial and Admin Category. One of Gavin’s long-term goals is to be a Key Person of Influence (KPI) in Customer Service and he has always kept […]

Capita Travel and Events’ customer service excellence has been recognised and given ‘gold’ status by BAE Systems, a key Capita client that specialises in the multinational defence, security, and aerospace sectors. Out of BAE Systems’ 6,000 UK suppliers, Capita were among the select few to win a gold status following a nomination by their UK […]