customer care | Let's Talk

Building Engagement Brick By Brick

This past month has seen a lot of Lego building. No, not at the weekends, not as de-stress therapy, but as an integral part of my working day.

I was asked to run a series of workshops for a medium-sized organisation (around 75 staff) to boost employee engagement, and to provide an opportunity for everyone to examine and discuss the internal issues that were . . . → Read More: Building Engagement Brick By Brick

Talk To Me

It’s been a busy period of late, and both my partner and I have been spending a lot of time travelling and working. Consequently household chores have taken a bit of a back seat. Last night we had one of those typical domestic conversations that I’m sure all couples have, about who has been creating all the mess, and who doing all the cleaning . . . → Read More: Talk To Me

Customer Service to Crown it All

I recently had a tooth re-crowned. The existing crown was old and discoloured, and my dentist and I agreed it was time to replace it. Dentistry is an intimate practice – after all, you have to have faith and trust in anyone who is going to put a high-speed drill inside your mouth! I’m pleased to say that my current dentist has never given . . . → Read More: Customer Service to Crown it All

Another big, fat, useful, mistake...

Recently I have been rolling out some customer care training for a national retail client. Rather than bring their staff into central venues, the company decided to hold the training in each branch, in the evening, after work (pizza provided!) As the branches are all different sizes, sessions are held with groups as large as about 20, and occasionally as small as 3.

. . . → Read More: Another big, fat, useful, mistake…