Category Archives: Customer Service

Are You Answering Your Phone?

Do yopu answer your phones? Unanswered Phones Represent the Biggest Marketing & Recruitment Leakage in FE

I’ve written about unanswered phones before. It is no good spending £000s on marketing only to ignore the calls when a prospective student calls.

Sadly the blight of unanswered calls continues. In the last two weeks, I’ve repeatedly called two providers that have failed to answer. One just lets the phone ring and ring without going to answerphone. The other plays back testimonials (with background noise) for several minutes before saying it has not been possible to connect you and cutting the call. Continue reading


What is a ChatBot or Bot?

Bots or Chatbots work 24/7 so you don't have to

Chatbots carry out repetitive admin tasks 24/7 .. they don’t just work in factories

Chatbots or bots are  an automated or semi-automated software tools that can carry out repetitive and mundane tasks 24/7. They are usually used as a communications tool.

Bots are very common and can undertake admin tasks such as answering emails. Other examples you will undoubtedly come across include the Googlebot. Google uses Googlebot to index the huge volumes of new content being uploaded to the web every second. Its a repetitive admin task that’s been automated with a bot. Continue reading


How To Improve Customer Service

A smile is essential for good customer serviceStart with a Smile

Smiles are free.  They are also the best Marketing & Sales tool ever devised.  But they have to be genuine.  Forced smiles are sensed by customers as soon as seen.

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