23 September, 2018

When the customer isn't right..

Is the customer always right? Always? Sometimes? Never? Our advice is ‘yes, until proved otherwise’. How we deal with these situations is key as others will be looking on and judging this customer experience. Read our blog for advice to give to maintain the best levels of customer service and customer experience.

13 August, 2018

Train Your Team To Deal With Unusual Situations

Make sure your team are not only trained to deal with routine situations. Give them training on how to deal with the unusual situations. Dealing with these unusual circumstances well will give you and your team opportunities to deliver those wow! moments that customers love and tell others about.

29 July, 2018

Where and how to improve your customer satisfaction

Whether you customer satisfaction are good, bad or just plain ugly there’s always room for improvement. This month’s blog will help you decide where to focus your attention.

25 June, 2018

Creating an Employee Engagement Strategy and Making It Work

This month we’ve invited Duncan Geddes, managing director of Northamptonshire-based Technical Foam Services, (pictured on the right) to share his story as our guest blog.

13 May, 2018

Putting on The Ritz

At Beyond Theory we regularly take time to benchmark best practice. This keeps us up to speed with what’s going on in the big wide world, in turn keeping our own special blend of training and coaching up to date. Passing on top tips to our clients is something we really enjoy. We recently visited The Ritz for afternoon tea. Yes, nice work if you can get it. But it was work and here are our top 5 learning points from our own customer experience.