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 […]
Here are my before, during and after tips the giving effective feedback.
On one of the workshops I was delivering last week we were discussing the use of positive language. One of my pet hates is the response “no problem”. So we got into a discussion on why “No problem” is a problem… Firstly, our brains are not very good at processing negatives. So, if we tell […]
78% of employees don’t feel recognised! That’s according to Debra Corey – one of the many interesting speakers at last week’s “The Caterer People Summit”. That’s a pretty shocking – and sad – statistic. She also cited of the money spent on employee recognition, 87% is spent on recognising long service (which is unlikely to […]
One of the workshops I was delivering last week was for a group of new supervisors. I love delivering this type of training, particularly when the participants are so eager to learn. One of the things we discussed was the importance of consistency. It’s so easy in an environment where people work different shifts to […]
How to prepare and engage your team for customer service training I’m just putting together the finishing touches for two customer service training workshops I am delivering next week. But I can’t do this alone. When carrying out any training – customer service training or otherwise – what happens before and after is just as […]
Engage your team after a busy Easter I hope you had a good Easter, and if you were open you were able to provide all your customers with a good time and helped make some happy memories. It’s probably back to business as usual today, but don’t forget to do a debrief. What went well, […]
I’m sure from time to time even your most outgoing team members have their off days – those times when they are down, flustered, bored, angry or frustrated. And of course, this impacts their colleagues. And your customers. Most people believe they can’t change their moods, but here are 4 things (including an exercise you […]
If you expect your team to cross sell or upsell or recommend additional products or services, as a minimum they must understand all the …
Complaint Handling is an essential skill for customer facing team members. We’ve all heard it haven’t we “I’m sorry, I don’t have the authority to do that; I’ll need to get my manager.” It’s certainly frustrating for a customer, but also demotivating for a team member knowing that they can’t resolve the problem even if […]
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