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 […]


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 […]


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 […]


Creating Conscious Incompetence

Get a return on your investment in customer service training by helping people move up the Conscious Competence Learning Model Have you ever had the task of changing the behaviour of one of your team members who thinks they know it all? I think we’ve all encountered such people who are blissfully unaware of their […]


Actions Speak Louder than Words

When working with businesses on improving their customer experience and supporting their customer service training one of the messages I stress is how our actions speak louder than words. Everything you do in your business sends out a message. Not just to your customers, but to your team too. Being a role model We all […]


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 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 the […]