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Lightbulb Training Solutions

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25.01.2022 Who did you make smile today? SMILE - Small Movement Improving Lives Everywhere. Share this with a co-worker who makes you smile everyday.

25.01.2022 Are you working from home with no room to...work? You need a box and Les Watson from Get More Time tells us why in this weeks episode of On The Frontline. Do you have a bucket list for more than just holidays?... Part 2 of this weeks show is with Tony McManus from Connect 2 Grow and he shares the value of a bucket list for mental health. Look how excited I am!!

25.01.2022 Cate Schreck's book The A - Z of Service Excellence has it all for those who work in (or want to work in) a customer service role.....here's what Chapters G to L cover: Generation Gaps fill the gap with understanding. Handling Complaints LEAD your customers to a more positive emotional state.... Internal Motivation you have to identify your WIIFM. Juggling you can do it with practise. Knowledge keep learning, it's the key to your success. Listening you learn nothing while you are talking. Get your copy now so you can lower stress and increase compliments. www.lightbulbtraining.com.au/the-book

23.01.2022 Customer service means helping humans. Humans have emotions and when customers let their negative emotions impact their communication, customer service staff can take it personally. Remember this; its not personal. ... Customers who are annoyed, angry or upset dont wait for you to arrive so they can take it out on you. They tell the first staff member they encounter and if necessary, the 2nd and the 3rd until they feel heard. It may feel personal but its not - its emotions in action and they are difficult for some people to control. The skill you need to master is empathy so you can help an emotional customer to communicate rationally so you both feel respected.

23.01.2022 Cate Schrecks book The A - Z of Service Excellence has it all for those who work in ( or want to work in) a customer service role.....heres what Chapter A to F cover: Attitude the one thing you have complete control over. Choose wisely. Behavioural Styles knowing the four styles gives you great power.... Communication its more than what you say. Detective get to know your customers well and reap the rewards. Emotional Intelligence your EQ is more important than your IQ. Fun its good for you and great for your workplace. Get your copy now - ebook and audio versions also available.

23.01.2022 Today we want to shine a positive light on the Frontline teams in Supermarkets across Australia. You are one of the service providers who right now are working hard and at times, having to remain calm and professional with customers who are anxious and sometimes angry. If you, a friend or family member work in a Supermarket...please tag them, like and share this post and lets go viral in the best way - with gratitude.... * Negative commenting or sharing of bad experiences will not be tolerated here - this is a place for 100% positivity. Cate

23.01.2022 Joy. At work. With customers.

23.01.2022 If your job has been impacted, theres opportunities that include free training in the link below. Use those customer service skills, they work everywhere.

22.01.2022 Behind the scenes at Lightbulb Training Solutions. Hi there :) My name is Cate and I am the Director of Lightbulb Training Solutions. I am an introvert so staying at home and working alone is not a big challenge for me but what is a challenge is knowing that for an unknown amount of time, I will ONLY be working from home.... I will miss walking into workplaces and helping frontline teams work together in harmony and provide excellent service to their customers. So, do you think this will stop me? NO. If your team are working from home and want to stay positive, connect online and keep a sense of team in this time of isolation then share this with them and stay tuned because Im planning something very exciting. In the meantime its time to dance....to our wedding song. Yep, my surname is SCHRECK and this was the song playing as Steve and I left the Church....and oh yes, there was singing!!!! Dance like no-one is watching and believe we will get through this. Cate

22.01.2022 Cate Schreck's book The A-Z of Service Excellence has it all if you work in (or want to work in) a customer service position. Check out what Chapters S - Z cover and order your hard copy, e-book or audio version today. Selling it’s not hard when you know how.... Teamwork you cannot do this alone. Understanding Employer Expectations know what they want and why. Venting take the lid off and cool down. Worst-case Scenarios identify and prepare for these, and reduce your anxiety. X Factor what’s yours? Your Future it looks bright. Zen your place to relax.

18.01.2022 I'll just leave this here. Share it with frontline customer service staff who might need a little reminder that even the busiest of bees, need and deserve a break. This little guy fell asleep in a flower....this may be my favourite photo for 2020!... Cate

17.01.2022 Now is the best time to practice our people skills. Even if you are calmly riding the wave of COVID-19, please reach out to your friends and family because now is the time for connecting. Pick up the phone, start a group chat, DM a friend, teach others how to facetime or Skype and lets get connecting. ... Tell your workplace that if the customers arent coming in and if we have to work from home, we can still let our customers and co-workers know we are there and we care. Share your positivity, share your smile and share your support because I can guarantee you one thing during this time of uncertainty - communication kills isloation. Cate x

17.01.2022 Considering or needing a new job? Want some help with proving that you are a Customer Service Professional? Love a discount?... Get the book - get the job. Chapter Y - Your Future. This Chapter includes how to apply for and land that job - and there are many jobs that you may not have realised, require customer service skills. EOFY special offer - 50% discount for a signed hard copy (Includes postage and handling in AUS) USE DISCOUNT CODE: EOFY2020 Expires 30th June 2020

16.01.2022 Did you know that it takes as little as 3 seconds to have a positive impact on a customer in a face-to-face interaction? You read that right...just 3 seconds! That’s why it’s so important to focus on solutions rather than problems - which is exactly what we’re emphasising this monthFebruary is the month to FOCUS like a Customer Service Professional. This 3-second deadline is also a great reminder for your team that different customers will have different expectations. ... Customer Service Professionals are often laser-FOCUSED on how their customers perceive their business, but have you considered that it’s not a one size fits all process?

16.01.2022 Want to hear from experts about how to thrive in a customer service role? Need a lighthearted, practical and solution packed show all about working on the Frontline of a business? Stay tuned.....Cate is up to something.... #tickertv #onthefrontline

16.01.2022 In these times of uncertainty, remember what you do best. You are fabulous communicators and educators. A combination of body language, tone of voice and words is how we display genuine empathy. ... Before you answer the phone (since face to face is quickly reducing), smile and then speak calmly and clearly and include words of empathy. And remember to have empathy for yourself because we cant help others if we are running on empty. Heres a bunch of flowers to brighten your day...pass it on to those you know could use a lift. Cate

15.01.2022 Thank you! Yes, if you interacted with customers at work today and you did your best to be polite, professional and helpful and nobody said thank you or well done, then here is your thanks. Sure, it's your job and you are paid to do it but thank you should never go without being said.

15.01.2022 Will you join me (Cate) in refusing to lockdown?

14.01.2022 Welcome to 2021. You made it!!! Is this the year you level up to being a Customer Service Professional? Is this the year you job swap?... Is this the year you're going to land your first customer service role? Is this the year you brush up your service skills so you can lower stress? No matter your career goals, you need a plan so grab a copy of Cate Schreck's book to help you get there. www.lightbulbtraining.com.au/the-book

14.01.2022 Adam is a keeper . Smiling and dancing; most beneficial when we least feel like doing it.

14.01.2022 Great to see our customers doing what they can to keep their staff and customers healthy. Well done team Hotondo Homes

13.01.2022 We are conducting a poll so if you have 5 seconds, please complete and tag your friends and family . Thank you

13.01.2022 Each time I watch this video, I can honestly say that it makes me so very very proud and very very grateful. I am so proud of how the Bunnings frontline staff conducted themselves during this interaction with Lizzie Rose (#bunningskaren) and so grateful for their care for each other and their customers - including Lizzie. Did you watch it and remember a time when a customer made you (or a co-worker) feel uncomfortable or when you had to use all of your energy to remain calm a...nd possibly act how you may not feel? I always found the customers who played up to an audience were the most challenging but, I was never in a situation where I was being filmed. Today, I want to give a LOUD and PUBLIC thank you to the Bunnings Warehouse Australia staff in this video and to frontline staff in all businesses who are doing their best everyday to keep co-workers and customers safe. Superheroes wear masks. Cate

12.01.2022 What's the best customer compliment you have ever received? Mine was this: "You made everything so much easier". I remember it clearly as it happened in my first frontline customer service role in a Pharmacy.... The customer was incredibly annoyed when they approached me - think red face, raised voice and shaking a document in my face. They were acting out of fear; fear of looking stupid because they didn't understand the 3 page document and fear that they were going to have to pay more for something they really needed but couldn't afford. I was 16 and nervous to interact with the customer but by the end of the interaction, the compliment was genuine and so were the tears of relief. So....what's a customer compliment that made your day and maybe, like me, you remember it years later.

11.01.2022 I am finding so much positive stuff Im happily drowning in it. School staff are doing great things right now. Please know, our positive sharing of staff working from home does not lessen the pain felt for those who have been asked to step aside from their jobs. ... If you are a School employee, check out our other business FB page www.facebook.com/jfschools

11.01.2022 Cate Schreck's book The A-Z of Service Excellence has it all if you work in ( or want to work in) a customer service role. Below are what is covered in Chapters M - R: Mystery Shoppers staff performance is no longer a secret.... Non-negotiable you’ve been warned. Over and Above fill up the bank of service excellence, but be careful: there is such a thing as too much. Presentation take care with your first and last impressions. Quality and Quantity know the difference and stay focused. Reality Checks take a breath and step back. Get your hard copy, e-book or audio book version now.

09.01.2022 Hi...Cate here :) I dont get out much at the moment.....#COVID When I do, my expectations are high for both service and safety.....but, its not always met and it leaves a rotten taste in my mouth....that lasts.... Do you and your team know what I mean? Find out what Im talking about in a blog I wrote for Coreplus and get a freebie too. #cateschreck #lightbulbtraining

08.01.2022 Cates Show On The Frontline is go!! Watch now if..... You want to know how to get your job application to the top of the pile for a customer service job.... You want to know what it takes to become a highly respected hairdresser. Grab a cuppa and learn from the best. Big thanks to Dean from Temple Hair, Body & Soul & Carmel The Proven Group for joining Cate on her show. Stay tuned for more shows each week.

08.01.2022 He told me I was an idiot and then pushed me out of the way. I fell over. It was closing time at the Bank I was working in and this customer wasn't taking no for an answer.... That was 21 years ago but I remember it clearly. That moment was tough - mainly because it came without warning. We rarely get warnings when customers are going to become aggressive. If you don't know what to do when you feel violated, threatened or abused at work, or you witness this happening to other staff.......find out. Every workplace has a duty of care they must follow not only for the mental and physical safety of staff, but for customers too. Anxiety is the price we pay for being unprepared - don't be scared, be prepared. Talk to your Manager/Supervisor today. Confidence comes from knowledge and Customer Service Professionals never stop learning. Cate

07.01.2022 Have you ever said this to yourself... "I would get so much more done if the customers would leave me alone!" Youre right - you would get so much more done - but it wouldnt be at work because you wouldnt have a job without customers.... On the days when you feel like the next customer interruption is going to make you errupt.... Take a breath and remember, you are great at juggling the needs of others, but great jugglers get tired so look after you too.

07.01.2022 Customer service at your......toilet door! I am LOVING seeing how businesses are adapting, thinking outside of those limiting boxes and keeping their staff engaged by encouraging them to get creative. WE WILL SURVIVE.

07.01.2022 Want to know more about Lightbulb Training Solutions Director - Cate? Ever wondered what her FAVOURITE food is? Ever wondered what her FAVOURITE song is?... Do you wonder what she would do if you fell over in front of her? Pop in your headphones and learn the truth about Cate - and yes, theres lots of laughing. You can access the interview via the link below or search for WOWPOD in your favourite podcast app. https://www.wowpod.com.au/cate-inverleigh/

07.01.2022 Here is a goat. Animals dont contract COVID-19 (as per the report he read 1 hour ago) He also believes he is the Greatest Of All Time.... We should all be goats. Have a great day Frontliners and share this post with those that need a daily dose of giggles and positive.

06.01.2022 Did you know that Cate (the Director of LIghtbulb Training Solutions) has a TV Show on Australias newest news streaming platform? On The Frontline is the show and its goals are to recognise and support frontline staff in businesses across Australia. Frontline staff are those who communicate the products/services of a business directly to the customers.... Watch Cate and Brad Clarke (one of our Leadership coaches) talk about the value of volunteering and the real definition of resilience, in the below episode You can see more episodes by downloading the TickerTV App or via the website. https://tickertv.com.au/programs/collection-n_13o9fngbq

06.01.2022 This was tough to watch. Dean owns, works in and loves his business @templehair, his team and his customers. Today, I want to give a big shout out to the Hairdressers and Barbers who are making tough decisions but doing it with style - of course they are, style is their life!... When business owners and team leaders communicate with empathy and honesty, staff and customers will be back and they will repay them tenfold. So today is for the Deans of the world - stay healthy, stay positive and get ready for the tsunami of support that will be coming your way when this crazy time is over. Cate

06.01.2022 To all the Mums who are working today so that other Mums can have flowers, coffees, gifts, cakes and cards. To all the Mums who are working on the frontline. Tag a working Mum to say thankyou.... x

05.01.2022 We at Lightbulb Training Solutions are making it a priority to find and share smile inducing pictures and news. This made me smile. Cate

05.01.2022 A wonderful couple who not only build beautiful homes, they build service focused teams who look after each other and their customers.

04.01.2022 Do you have questions as to how to job swap? Are you wanting to try job sharing? Are you in the market for a new job?... This FREE webinar is for you and we highly recommend The Proven Group to help you take that first step towards a job you love.

04.01.2022 Incase you are feeling overwhelmed, remember what you can control. Stay positive - we will get to the end of this.

04.01.2022 A bad attitude is like a flat tyre, youre not going anywhere until you change it. Do your customer service tyres need some air? It happens to us all and the only way to keep going is to stop.... Stop and think about how great it is to have a job, many people dont have jobs. Stop and reflect on the many customers you have helped, its wonderful to help others. Stop and congratulate youself because customers can be challenging. If you are challenged by customers many times a day, you may need some air (support). Ask for help, its the smartest and strongest thing you can do.

03.01.2022 Today we want to shine a positive light on the Frontline teams in Pharmacies across Australia. You are one of the service providers who right now are having to remain calm and professional with customers who are anxious and sometimes angry. If you, a friend or family member work in Pharmacy...please tag them, like and share this post and lets go viral in the best way - with gratitude.... * Negative commenting or sharing of bad experiences will not be tolerated here - this is a place for 100% positivity. Cate

02.01.2022 Don't let this be you in 2021. Sure, we have many things to catch up on now that we can 'get back to work' but not stopping for Professional Development is going to slow you down. Contact www.lightbulbtraining.com.au and we'll help your team develop the skills that increase compliments and lower stress.

02.01.2022 We are ready - lets do this together. www.lightbulbtraining.com.au/online-resources

02.01.2022 Ever had one of those customers who was so challenging you found yourself nibbling on your own tongue? Yeah, we all have - its part of being in a customer service role but the great news is - by holding back, you showed you have Emotional Intelligence - also known as EQ. EQ is what employers want customer service staff to have but if you find yourself biting your tongue all day, you will be in pain so ALWAYS use your EQ to look after you too.... Not sure how? Chapter E in Cate Schrecks book is all about Emotional Intelligence and why it matters more than IQ in a customer service role. Get your copy now and save yourself from tongue pain.

01.01.2022 I nearly lost my composure on Saturday. I spent 4 hours with Frontline staff from Yarrawonga Denis Medical Group helping them to set Teamwork and Customer Service goals for Q1- 2021. It was my first face to face, in the room and NOT VIA ZOOM session since May and the positivity, the passion and the focus reminded me why I started Lightbulb Training Solutions.... Yep, there was a moment during the session where I wanted to do a little jig and give everyone in the room a high five.....I calmed down and gave them chocolate instead :) Thanks also go to the WONDERFUL staff at Yarrawonga Mulwala Golf Club Resort for over and above service, fabulous venue and FABULOUS coffee :) If you think your workplace need some help setting TW and CS goals for Quarter 1 - 2021, you know what to do. Cate

01.01.2022 When a customer becomes annoyed, they often stop listening. Annoyed is an emotion and when our emotions are engaged, our ability to listen and understand can take a dive. When customers are annoyed - stop talking at them and start asking questions that allow them to share their concerns.... Customer Service Professionals have great questionning and listening skills, how are yours?