Since my arm came out of plaster (following my mountain bike accident in July) I’ve been having weekly sessions with an occupational therapist to help get the strength and mobility back in my wrist and hand. It’s been a long, slow process, but on each visit I’ve made incremental improvements. As you can imagine, some […]
It’s always useful to consider things from other people’s perspectives. Whether that is getting commitment from team members, dealing with customers, or merely seeking ideas or solutions to problems.
It’s not unusual for newly appointed managers or supervisors to lack confidence in allocating or delegating tasks, for fear of losing control or in case the team member doesn’t do it as well as they would’ve done.
When we don’t see individual skill strengths there’s a tendency to demand all-round competence in a job. So development focuses on areas where a person is least capable with time and energy spent on working towards average performance.
It only takes one negative or obstructive person to get in the way and undo all your efforts. These people can have a massive impact on employee engagement, people’s performance and ultimately on your customer service levels.
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.
Until 6 pm on Tuesday 2nd October (BST), you can get my entire DEVELOPING SERVICE SUPERSTARS training system for HALF OFF. It’s a ready-made customer service training programme, covering all the customer service training basics you need and including over 9 hours of transformational input. So you can now turn your own team into Service […]
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