in recognition of National Customer Service Week this week I thought it pertinent to pick out some of the observations and insights into the overall customer experience.
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One of the reasons one off training can fail is when not everyone in an influential position is bought into the messages.
Queues and being kept waiting are never going to be popular with your customers. What can you do to minimise the impact?
here are 11 considerations for setting your expectations with your team
Having fun contributes to your employee engagement, productivity and staff retention, all of which has a positive knock-on effect on your customer’s experience.
it’s far more encouraging a motivational to focus on how far they’ve come and improvements that they’ve made rather than focusing solely on the remaining gap.
If you only do one thing, just take one action today to show your team members that you care for them and you’re there for them if they need you
many businesses doing is recruiting solely on qualifications and experience, but when it comes to under performance that very often tends to come down to attitude. In other words, they recruit on aptitude, the fire on attitude.
An emotional bank account is a metaphor that describes the amount of trust that has been built up in a relationship. It’s the feeling of assurance you have with another person. There are six major deposits we can make to the emotional bank account.