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Treating a complaint as a gift…

Paul Beesley : November 27, 2016 11:32 pm : Blog, Customer Service

turning a complaaint from ouch to wow graphic

‘Your most unhappy customers are your greatest source of learning’ is a quote often attributed to Microsoft founder Bill Gates. How do you view and handle your complaints? Are you really using every opportunity to turn those ouch! moments in to wows! Can your complaints be those extra gifts you’ve be waiting for?

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Leadership v management

Paul Beesley : October 23, 2016 9:48 pm : Blog, Employee Engagement, Leadership

LeadersLeadership v management hip versus management is a topic that is often discussed and debated on our leadership and management development courses. Which is the best? Are they the same? Does it really matter what you call it, so long as you are doing the right thing the right way? Read more »

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How to give a feedback sandwich with no bread…

Paul Beesley : September 25, 2016 10:41 pm : Blog, Customer Service, Employee Engagement, Leadership

bread feedback sandwichOver time I have often come across the method of giving feedback using the sandwich technique. I think you’ll recognise this: something positive, something negative and then something positive. Although I appreciate the need to leave people feeling on a high and feeling motivated, I do question whether the so called meat in the sandwich gets distorted or even lost.

So how do we make feedback messages effective?

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The danger of the metaphor

Paul Beesley : August 27, 2016 9:44 am : Blog, Employee Engagement, Leadership

stab in the back - metaphor imageWe all know and appreciate the power of language. It is often said that the meaning of communication is the reaction you get. Language can be positive as well as negative. Language will often evoke emotion, both good and bad. Sometimes the issue is that what is good for us can be bad for others.

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How to make an exhibition of yourself

Paul Beesley : July 31, 2016 4:18 pm : Blog, Customer Service

Wow! your customers at your exhibition We’re in mid-summer. Looking ahead the autumn is on our horizon. Autumn brings the business conference and exhibition season. So now is the time for you to begin to plan how to make an exhibition of yourself and your company – for all the right reasons of course. You’ll want to Wow! your potential customers.

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