Riding on the crest of a wave

I was hooked. And had far too many late nights. I simply loved the Olympics. Can you believe it? – 67 medals. Brilliant. Well done Team GB! Did you notice the euphoria as people realised their success? Did you see the pride on the athletes’ faces as they stepped up onto the podium and receive […]


Perceptual Positions

By the time you read this thankfully all the campaigning will be over and we’ll know one way or the other. There’s been a bit of a difference of opinion in the Cooper household. Hubby and I have homed in on different merits for and against remaining/exiting the EU! Seeing things from different perspectives extends […]


What’s your commitment?

This week is customer service week. Customer Service Week, which is always the first full week in October, is an opportunity to raise awareness of customer service and the critical role it plays in running a successful business. For a businesses it creates the perfect opportunity to raise awareness within your own team of their […]


Hit the ground running

Your first day in any job can be daunting. It’s all new and can feel a bit lonely. Hardly the best place to be to give your best. So whether you’re taking on seasonal staff for the summer or full timers you want to do everything in your power so they can get off to […]


Actions Speak Louder than Words

How good a role model are you and your managers when it comes to demonstrating your customer service culture? When working with businesses on defining their customer service culture, their customer experience or supporting their customer service training,  one of the messages I stress is how our actions speak louder than words. Everything you do in […]


But, we’ve always done it this way

One aspect of customer service training which can be really frustrating is when the people you’re training are stuck in the past and their old ways of doing things. We’ve all heard the comment “But, we’ve always done it this way!” There’s a whole host of reasons why people might be reluctant to change. And […]


“That’s not my job”

A true customer service culture is more than just a sheep dip customer service training exercise for your front line team. Service is everyone’s responsibility It’s part of your DNA and reflected in everything you do. A bit like a stick of rock – no matter where you break it the core message is still […]


Show your team some love

You might be doing all the right customer service training, but however much you invest in the training, unless you show your team you care about them as much as you care about your customers and your bottom line they are unlikely to demonstrate the behaviours and deliver the customer experience you’d hope. I believe […]