I often ask this question when running customer training sessions: “At your organisation, who dictates the quality of service you offer?” The answer is often, the customer does. If this is true, the organisation is Read more…
PowerPoint is a fantastic presentation aid. Used correctly, it can enhance a presentation adding stunning graphics that help visual learners concentrate for longer and retain more of the topic after the presentation. It stimulates the Read more…
I have been training and consulting in Excel for over 20 years and have been asked thousands of questions on how to solve various Excel problems. The most common solution that I give is by Read more…
I am often asked by clients how they can better handle abusive customers over the phone. I work on a 3 strikes you’re out method with customers who are being abusive or even customers who Read more…
Everyone can suffer life’s daily grind. Challenges faced at work and at home can lead to feelings of stress, tension and anxiety. While we may not be able to choose what happens to us, we Read more…
As a facilitator who is passionate about face to face communication and in particular teaching and learning about customer service I have become alarmed at the continuing proliferation of email in customer service related matters. Read more…