PLAYBOOK – RISK MITIGATION
What is the point in Risk Management!? Risk Management and Change / Transformation go hand in hand. Whilst Change creates a degree of risk, it is also the only way...
PLAYBOOK – COST REDUCTION
Need to reduce operating costs, this can mean you have to make bold and uncomfortable decisions. Knowing WHY you need to reduce costs and to what level is the most...
PLAYBOOK – OPERATIONAL CAPACITY
Working under pressure, especially during periods of operational capacity challenge, can indeed be daunting. The decisions made in these situations can have long-term effects, and the benefits or consequences may...
CHANGE vs TRANSFORMATION
Throughout November Pro-Sourcing Solutions will be exploring the differences between Business/Tactical Change and Transformational Change and when it’s the right time to take action. In our month long series we will share:...
HEART CUSTOMER SERVICE – THANKS
In a Customer Service role, expressing gratitude and saying thank you is a powerful tool that should never be underestimated, particularly when something has gone wrong. Here are some key...
HEART CUSTOMER SERVICE – RESPOND
In a Customer Service role, how you respond to customers is crucial. Your response can make or break a customer’s experience and perception of your company. Here are some reasons...
HEART CUSTOMER SERVICE – APOLOGISE
Apologising is a critical element in a customer service role as it acknowledges mistakes, takes responsibility, and demonstrates a genuine commitment to resolving a customer’s issue. Here are a few...
HEART CUSTOMER SERVICE – EMPATHY
In a Customer Service role, empathy plays a vital role in creating positive experiences and building strong relationships with customers. It involves understanding and sharing the feelings and perspectives of...
HEART CUSTOMER SERVICE – HEAR
The importance of hearing and listening in a Customer Service role cannot be overstated. Listening is the foundation of effective communication and plays a crucial role in understanding and satisfying...
DELIVERING CUSTOMER SERVICE WITH A BIG HEART
In the lead-up to National Customer Service weeks (2nd – 6th October), the Pro-Sourcing team are exploring our favoured HEART Customer Service Model. Strong and attentive customer service is important...