Customer service excellence and customer service training is about more than just being polite! One of the challenges in many businesses today is improving “customer services”. We need to look at how organizations set up and manage their customer service teams. Often people that are customer facing are the most junior in the business. They have the least amount of job or life experience. They are often the lowest paid. Of course these are massive generalisations. But you get the … [Read more...] about From customer service training to great customer experience
Motivating and inspiring teams and organisations This session ia led by Stephanie Davies of Laughology This blog is types live, please excuse any errors or typos! Stephanie has lit the room with an energy level of 11 out of 10! but the participants are still in sleep mode!... but they are slowly waking up how do we help ourselves in difficult situations? positive psychology is a tool set to enable us to be proactive rather than reactive. what is laughter... what is … [Read more...] about #cipd14 The science of happiness
Benchmarking is talked about in many industries and for many it is seen as necessary but expensive. Last week I came across an open source concept for benchmarking which has a lot of opportunities for organizations of all sizes. The ultimate question a single measure for business growth? History In 2006 author Fried Reichheld published a book – The Ultimate Question (The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World) How … [Read more...] about The Ultimate Benchmarking Tool?