Tag: Colchester

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“I don’t hug trees and I don’t knit my own yogurt…”

How does coaching fit in to the development strategy in your organisation? Perceptions of coaching (and coaches) vary greatly, and that’s hardly surprising. There are some excellent professional bodies out there laying down rigorous standards and CPD (continuous professional development) …

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We’re all in this together

As I work with organisations up and down the UK on their customer service delivery, I get very used to hearing one particular comment. Here it is: “I would love to promise my customers what they want (a response, a …

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Firestarters (or things that wind up your customers)

“I’m a Firestarter…twisted Firestarter (whoooooooo!) HEY! HEY! HEY!” Firestarters. It’s the name I give to those gestures, sounds and phrases that can turn a perfectly reasonable customer conversation into a raging torrent of accusations, or a slamming down of the …

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How changing your jacket can help you deal with difficult customers

One of the subjects I am most often asked to train out is how to handle difficult people – particularly customers who are angry or upset. There are lots of ways our customers can make themselves a challenge, and sometimes …