How to cultivate a high trust culture
Observing how people behave and speak with each other, their customers and suppliers provides a great barometer to gauge levels of positivity and trust in …
Training & eLearning
Six steps to excel at handling customer complaints
As we all know, when handled effectively, complaints can present us with powerful opportunities to build strong relationships and customer loyalty while also improving our …
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Five steps to a compelling customer service wrap up
As Customer Service professionals, we can acknowledge the importance of delivering a clear and specific wrap up to every service interaction so that we inspire …
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Simple yet effective: harness the power of the “Anything else” question
When it comes to delivering a positive conclusion to any customer service communication, the “Is there anything else I can help you with?” question is …
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Five building blocks your people need to successfully embrace organisational change
The emergence of new digital technologies, the changing nature of the workforce and even the effects of the pandemic have created new opportunities as well …
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Building “resilience muscle” to thrive
Taking the opportunity to learn when we face times of change, challenge or even adversity in our working lives can differentiate how we manage to …
Four Key Characteristics Your People Need to Excel at Work
There are four essential building blocks that underpin a positive, high trust culture where collaboration, problem solving and great teamwork combine to drive innovation and …
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Six characteristics of high impact customer service communications
Having the confidence and ability to excel in our language and actions in everyday situations is a valuable skill and the key to achieving outstanding …
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Two Defining Steps to Support Transformational Change
The success of any transformational change programme is clearly contingent upon the engagement and buy-in from the people who will be a part of that …
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How to Get Buy-in to Training From Your Team
One of the most important aspects of a successful, long-lasting training programme lies in the ability of every learner to buy into the reasons behind …
