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Three ways to use language to improve customer collaboration

The goal of any customer service professional is to ensure their customer is happy and receives a positive outcome. Demonstrating that you want to make a difference is a vital mindset for delivering excellent customer experiences and, along with the right behaviours and communication skills, can drive huge improvements in customer satisfaction levels. So, what happens when […]

The four vital ingredients for long-term training impact

As the future of training is changing from the dramatic world events of the last year, it’s a good time for leaders to embrace the enormous opportunity that exists in driving long-term, successful, and embedded change through motivated, engaged and equipped employees. It’s about supporting your people to develop life-long skills, create a continuous learning […]

A clear pathway from ‘not coping’ to ‘thriving’

Equipping your people with skills for optimum wellbeing, resilience and success in the workplace. As the UK’s workforce continues to navigate the opportunities and challenges of a re-engaging world, we know that it’s more important than ever to really observe and understand our people’s needs so that we can ensure they are empowered with skills […]

The winning formula for a thriving customer services team

As we move forward into 2021 and beyond, there is a huge opportunity to positively transform experiences for our people and customers. Customer services professionals are facing increased customer demands, adapting to different working environments, dealing with operational challenges and navigating ever-changing team dynamics. It’s our responsibility, as leaders, to empower our customer service people to thrive, […]

Building strong customer relationships – acknowledging feedback in the right way

As we move through 2021, there is a clear opportunity to transform the way organisations provide service to their customers. Customer service leaders across all sectors have responded with exceptional resourcefulness to rapidly changing circumstances. Often, with challenging situations come excellent learning and insight, and we do not doubt that the pandemic will leave a […]

The ace up your sleeve – “What I can do Is…”

Why it’s vitally important your Customer Service teams are well equipped to handle situations when they don’t know the answer straightaway. Having appropriate language and action skills at the fingertips of everyone in your Customer Service team will give your people time to find the very best solution to manage the myriad of new and […]

The power of an optimal mindset

Our mindset is at the heart of everything we think, feel, say and do and impacts every aspect of our personal and working lives. It’s a framework that can shape our response to every situation that comes our way and drives our interaction and relationships with others. Every waking day, our mindset has the capacity […]

Building stronger relationships in the workplace

“Coming together is the beginning. Keeping together is progress. Working together is success.” Henry Ford When talented people with shared ambitions and a strong sense of themselves and others work together towards a common goal, amazing things can happen. They are able to complement each other’s strengths and weaknesses, build team spirit and eventually become […]

How to prepare your people to thrive through change

Organisational change can impact expectations, ways of working, policy, systems and process. So how can you ensure your people are well equipped to effectively handle and adapt to these changes, and that those changes really stick to deliver the outcomes you are looking for? It’s our experience that organisations that focus on preparing their people […]

Driving positive change for long term success and employee resilience and wellbeing

Much has been written over recent months about new and emerging values, lessons learned and an increasing move towards a more holistic and rewarding approach to our daily and working lives. Priorities have been reset, our emphasis has changed and many of us have been compelled to re-evaluate the things that matter most. To a […]