A couple of weeks ago the Institute of Customer Service (ICS) published its latest ‘state of the nation’ report. It’s a great read. The UK Customer Satisfaction Index (UKCSI) is an established barometer to measure the trends in customer service. One fact...
It’s often been said that apart from bereavement, public speaking is the most stressful experience we can have. If you're fretting about making a presentation then here's some great advice from ancient history. Greek philosopher Aristotle talked about thr...
Our blog in March focused on listening skills. This blog focuses on the attitude needed to listen effectively. In essence, the difference between listening to understand v listening to respond. Take a look at the video clip below which was live on televi...
What to do when things go wrong? Last week’s eviction of Dr. David Dao from the United Airlines flight went viral. Not the kind of publicity that is welcome. Whatever the reason for the passenger being removed the whole episode proved to be a serious publ...
Listening is a key part of employee voiceGiving employees a voice is a recognised driver to increase employee engagement. People need to feel they can contribute ideas and improve things that aren’t working. Listening, rather than just hearing, is theref...
