You said, we listened! Welcome to the refocused, refreshed Winnthinking People Development, spruced up and pumped up, ready to bring the very best in training and coaching to your organisation! What’s different? This year we’ve talked to our customers, reviewed …
I’ve worked with some interesting organisations recently, some of which are really not part of the traditional market for ‘customer service training’. And it’s brought about some fascinating conversations. Take, for example, the secondary school where I was asked to …
September means lots of things: going back to school, nights drawing in, the start of that hurtle towards Christmas. It’s also harvesting time, which has been very much in evidence in my rural community. It got me thinking… if we’re …
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 …
“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 …
One of the things my clients often ask me to do is support their customer service teams, complaint handlers and helplines with the more difficult customer behaviour they encounter on the phone. ‘Difficult’ is a highly subjective term, so the …
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 …
Last weekend was all about Doctor Who. Hard to believe it’s been going 50 years – and don’t those early episodes look OLD! How times have changed and how technology has moved on since those scratchy black and white days. …
If you were to ask most customers what they’re looking for in a transaction, they will probably tell you they want the right product or service, at the right price, delivered at the right time and to the right quality. …
Did you know that 1st May is International Sunflower Guerrilla Gardening Day? It’s ‘an annual event of optimistic seed growing’. If you want to find out more, go take a look at www.guerrillagardening.org – or better still, grab that trowel …