Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
Long term planning for successful collaboration across a hybrid workplace
It’s clear we are seeing a permanent shift towards hybrid working in the aftermath of lockdown when employees showed they can be equally as productive whether working from home or in the office. According to the Office of National Statistics, 85% of employees polled would now prefer the flexibility of a blended, hybrid approach, with […]
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How company values can offer a guiding light through transformational change
… Accountable … Collaborative … Innovative … Respectful … Inclusive … Honest … Trusted….Committed … Caring … Considerate … Creative … Professional…. Underpinning any transformational change programme will be the organisation’s values and purpose which can be powerful catalysts for employee engagement and buy-in to that change. When our values are well defined, relatable and believable, […]
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Three steps to excel in written communications
Consistent, effective written communication is a key foundational skillset for everyday internal and external business documents and directly reflects your company’s overall ethos and values. Clear, incisive correspondence improves company culture while demonstrating to everyone that your business values clear communication and professionalism. It can help people to understand their respective roles and responsibilities as […]
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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 your organisation. As we know, trust is essential for organisations to succeed, thrive and deliver exceptional outcomes, while culture is played out by what people say and do every day […]
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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 service. That’s why it’s essential to ensure that Customer Service teams are fully trained, and equipped with the resilience, motivation and resources to step up and embrace these potentially more […]
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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 confidence and certainty in our customers and colleagues in our ability to deliver a timely and satisfying outcome. If we take a moment to step back and reflect on some […]
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