Did you know there’s a subtle difference between customer service and customer care? Customer service is the advice a company gives about its products or services, usually by answering incoming calls and emails. The goal is to inform and advise, thereby raising the level of customer satisfaction. Customer care, on the other hand, is all […]

Deciding which career path to head down isn’t always easy when you reach a crossroads. You need to be the best in your chosen specialism. Identifying a niche where you can position yourself as the go-to expert gives you the space to shine, bringing extra value and providing something no one else can do quite […]

A growing number of companies in the UK are turning to modular building to speed up the pace of construction. Unlike traditional builds, modular homes and offices are created off-site then delivered to the desired location to be erected. Often quicker to construct – a recent McKinsey report found modular construction can shrink schedules by […]

One of the most important parts of the job for those who love working on the frontline of sales, customer service or call and contact centres is building meaningful and lasting relationships. It’s not speed dating and there are no wine or roses…but it does involve changing customer perceptions of you from being a stranger […]

Health and Safety rules are much more than the small print contained on clipboards. They’re integral to the successful management of any construction site or trades project and do an important job protecting everyone’s wellbeing. Of course, this doesn’t mean all the regulations make sense. From the silly and sublime to the really ridiculous, there […]

For Anne Okafor a job in the construction industry has always been a dream role. “It’s true: I love construction! The variety is one of the best things about this industry. No two days are the same,” she says. “The people make it so unique – I meet people from all backgrounds, all ages and […]

Spare a thought for poor Mario who was stripped of his most important role: plumber. Yes, it’s true. A profile on Nintendo’s Japanese website revealed the moustachioed maestro of gaming no longer has his day job. “All around sporty, whether it’s tennis or baseball, soccer or car racing, he does everything cool,” it said. “As […]

What do sales, customer service and contact centre jobs have in common? They’re all customer-focused roles. So, when destiny calls and you’re ready to answer, it helps to be a people person. If you balk at banter or feel put off by the public, working in a customer-oriented job probably isn’t for you. If, however, […]

Zoe Hood was 23 when she joined BT in October 2017 as an apprentice. She is currently working in a resolution team where she deals with billing inquiries and telephone line fault complaints. For Zoe, the daily mission is not only about resolving customers’ issues but building her own knowledge. “You always know you’re going […]

Call centres have changed dramatically since they first appeared in the 1980’s. Back then they were as big as footballers’ perms and pop stars’ shoulder pads. Hundreds of agents sat in long lines of noisy phone stalls, taking and making calls. Now, however, we live in a digital age where phone calls, emails, text messages, […]