Author: Laura Olcelli

Writing Skills: The Foundation of Quality Customer Service

The course is about to begin; new client, new city, new room, new people.  A quick round of introductions reveals the only constant: none of the delegates about to receive a three-day course on business writing skills has ever had any...

Right Here, Right Now: How to Handle Customers’ Changing Perception of Time

“Time heals all wounds,” they say… except for consumers. For them, it seems time actually exacerbates all wounds. We 21st century customers have become used to having virtually all we want – from online shopping to real-time support – in the...

Harnessing Psycholinguistics in Customer Communication

When the first World Expo opened its doors at London’s Crystal Palace in 1851, who would have thought that Dubai would be hosting the 2020 event? Back in the mid-19th century, Dubai was an embryonic independent settlement centred around its creek...

The Automation Paradox

Reading the latest technology news or skimming through this year’s topics for customer service conferences, it’s not difficult to picture a not-so-distant future where customer service jobs will be taken over by robots. According to research, six percent of all US...