Trainers, meet the Prisoner in the room. The person that’s looking anywhere but at you – or staring blankly at you with ‘challenge’ etched in hard lines on their face. How do we convert that Prisoner (and it might be a roomful of them) into a Learner? Indeed, how do we help everyone engage productively?
Frequent visitors to this website will have noticed the arrival of something new – just over there, on the right. It’s our new Sign Me Up! box, giving you the opportunity to get a little bit of Winnthinking delivered to …
A very timely item cropped up in Call Centre Focus this week, and although it concentrated on the situation in contact centres across the UK, it reflects all too starkly what is happening across most sectors right now. This is …
Last time I promised you a fun exercise you can run with your customer service people, to get them thinking differently about the day job. The following works well within a team meeting or as part of a broader development …
Following my last Winnthink someone asked me to post up a few thoughts about this knotty problem: How do you get your customer service people to do it better – particularly when you can’t promise them any more money or …