Customer Service Room 101
Customer service is a funny thing. We all know when we’ve received a poor version of it, and we tend to tell everyone we know about it too, including lots of strangers in cyberspace as well as our family, colleagues …
Customer service is a funny thing. We all know when we’ve received a poor version of it, and we tend to tell everyone we know about it too, including lots of strangers in cyberspace as well as our family, colleagues …
“You cannot look in a new direction by looking harder in the same direction.” (Edward de Bono, father of lateral thinking). At a time when every penny has to go further and knotty problems and projects require increasingly imaginative solutions, …
This time last year I was just about to plunge into something entirely new. For the first time in my professional life, I was about to walk away from a regular monthly salary and strike out on my own as …
It’s the age-old problem for phone based customer service teams… they’re missing their targets, but you can’t take the team out for training because your customers are going to keep on calling in and the phones need answering. Here’s the …
So there you are, strolling up and down the aisle at your favourite supermarket, and you reach the coffee section. What drives you to select one product over another? Maybe you believe that ‘you get what you pay for’ and …
Someone very smart once said to me that “people will only ever treat you as well as you let them.” What wise words! We all, to a very large degree, create our own ‘luck’ when dealing with other people, and …
I’ve just enjoyed reading ‘The Tipping Point’ by Malcolm Gladwell. It’s a book about epidemics, and explores the factors that combine to make something go viral – be it a disease, or a social movement, or a fashion craze – …
Last week I really enjoyed some performers that came all the way from Los Angeles to play at my local live music event, Live at The Institute. They’re called Sweet Talk Radio, and if you enjoy laid back harmonies and …
Have you been promoted into a management role, but feel that you have yet to discover all you are capable of? Maybe you are an experienced manager, but want some fresh ideas about how to support and motivate your staff …
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 …