Publications
Knowledge, tools and offers
Pick what’s on your mind right now. Each topic leads from the big picture to tools for everyday work. And finally to what we implement with you.
What’s on your mind right now?
Service as an earnings lever
Too many calls, costs too high?
Which contacts shouldn’t exist at all and what they cost you. Even when a service provider is involved.
6 publications
Leadership & performance
Team performance all over the place?
Routines for your team leads, so good performance stops being a matter of luck.
10 publications
Conversation excellence
Customers calling twice?
So the issue is solved on the first call. Even when the conversation gets tough.
5 publications
Sales & growth
Too few enquiries turning into revenue?
How enquiries become deals, in the sales process and in the conversation.
5 publications
Getting started
New to leading customer service
First understand where the money sits in your service. Then routines for your team leads. Then a few quick improvements for your conversations.
Step 1 · Get the overview
Customer Service as an Earnings Lever
What your customer service really costs and where most of the money sits.
Step 2 · Routines for the team
Performance Playbook for Leaders
Daily, weekly and monthly routines for team leads in customer service.
Step 3 · Quick improvements
Emergency Kit Conversation Excellence: Better Calls by Monday
The key techniques in brief, so conversations improve as soon as next week.
Somewhere between the call and the invoice, your money is hiding.
We tell you where and how much. In contacts that shouldn’t happen, in the conversation or in the contract with your service provider. Often a bit of each.
One figure in euros. The three biggest levers. One action for Monday.