21 customer service training ideas to help freshen up your refreshers If January is a quieter month for you now might the time to address your refresher training. Refresher training is important in any area, and customer service is no exception. Without reminders it’s easy for service to stagnate and standards to slip. Consistency in […]
Complaint handling – It’s all too easy to wait until something has gone wrong to discover your team are not that confident or competent in dealing with complaints, only to end up with a niggling customer complaint escalating into a major problem. That’s because it’s all too easy to let these proactive (big rocks) shift down […]
Customer Retention and Employee Retention post-Christmas I know planning for next Christmas (or any other busy period) is probably the last thing on your mind just now. But if we don’t take stock now of how this year has gone, we’ll be missing out on the opportunity to learn from the experience. Don’t kid yourself […]
Getting the best from your seasonal team When Christmas is an exceptionally busy time for your business this of course presents a huge opportunity for you. But if you’re left with insufficient manpower, or temporary staff who simply aren’t up to the job, this can leave your existing team stretched and unable to meet your […]
Don’t you just love it when you open up a gift, and it’s perfect for you? It feels really good that somebody’s gone to the trouble of finding something that they knew you’d love. You’re delighted that they paid attention to something you happen to have mentioned in passing. You’re touched that they’ve gone to […]
We are surrounded by things that impact our emotional state or mood. These are so easily picked up by customers, and contributes to how our service culture is perceived
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.
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