Ignore what she told you
One of the reasons one off training can fail is when not everyone in an influential position is bought into the messages.
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Fed up of waiting?
Queues and being kept waiting are never going to be popular with your customers. What can you do to minimise the impact?
I didn’t know that!
here are 11 considerations for setting your expectations with your team
Having Fun
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.
How far you’ve come
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.
Stuff happens
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
Attitude over Aptitude
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.
In the real world
#1 mistake I see with staff training is not doing enough to make an easy transition from theory to the real world.
Skills training needs practice to perfect, and time to form new habits. Without this means not a poor return on investment, and a negative and demotivating impact on the employee.
Ebbinghaus’ Curve of Forgetting
If you’re delivering training you want people to remember the messages, not just tomorrow, but next week, next month or even next year.
Yes, but …
Earlier this week I was conducting some complaint handling training for one of my clients. It’s not an unusual reaction when faced with a complaint – particularly when you believe it’s unjustified, or it’s not your fault – to listen politely, but then respond with “yes, but…” Of course, as soon as the customer hears […]
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