Are your team confident to handle complaints? Last week I met up with a friend in my favourite local coffee shop. Being the school holidays they were busier than normal, and we both expected that, and it was fine. What wasn’t fine was that the usual smiling, happy and efficient service was gone, and the […]
Here are 38 of my favourite customer service training ideas, so you can keep your team engaged, fresh and focused on delivering a fab customer experience all summer long Now we’re well into the summer and – if you run a hospitality, leisure or tourism business – maybe your busiest time of year, how do […]
Last week I gave a short presentation at our local Institute of Directors meeting. It was only 4 minutes, but it’s surprising what you can fit into that time. I spoke about pride. Being recognised at work so you can be proud of your contribution can have a massive impact on employee engagement, and all […]
Engage your Team (and customers) by Marking Milestones Can you remember what you were doing on the night of 20/21st July 1969? I can, as I’m sure you can too if you are my age or older, as, like billions of others, I was sitting with my brothers watching in awe as Neil Armstrong and […]
What a fabulous weekend we had for sport! Although we did have a conflict in the Cooper household, which resulted in Formula 1 in one room, and tennis in another. Sorry, if you’re a cricket fan, that didn’t get a look in! Thinking back, is there anything we can learn from Federer and Djokovic in […]
It’s my birthday today, and my husband is away, helping out a friend in France. I think it’s the first time in our 34 years of marriage we’ve not been together for at least some of the day on my birthday. When the phone rang yesterday morning, I answered it with my normal greeting “Good […]
Does your team need your direction all the time? Have you ever noticed how those people who constantly look to you to solve the slightest problem or to make the easiest of decisions, seem to manage fine when you are away for a day or two, or even a few hours? Having to deal with […]
Can we really learn from mistakes? Well, yes. Providing we’re able to spot the mistake, make the effort to understand the mistake and be open to learning from it. And the same applies with your team. Let me explain… A few weeks’ ago, I was at a conference and one of the talks was on […]
Employee Engagement Starts Here Nearly every business owner I know lists recruiting and retaining good staff high on their list of priorities. Having gone to the effort and expense of finding a good fit, don’t waste this by poor induction. Many hospitality, leisure and tourism businesses will be taking on seasonal staff now. Maybe you […]
Why Emotions Matter to your Customer Experience Last week was full of emotions for me. Tuesday marked the 25th anniversary of my mother’s death, Wednesday would have been my father’s 90th birthday and of course Thursday commemorated D-Day. Who couldn’t fail to be moved by some of the incredible stories told by the veterans? But […]
Why Customer Service Training Fails … and How to Ensure Yours Doesn’t!
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“The 7 Costly Mistakes Businesses Unwittingly Make So Their Customer Service Training Fails... and How to Avoid Them”