At the heart of driving high levels of customer satisfaction, we’ve identified eight factors that serve as the foundations of a customer-focused culture. Concentrating diligently on these will provide you with a road map for determining the customer centricity of your organisation and whether the foundations for excellent customer satisfaction are in place. Check out […]

Being confident and positive in conversations with colleagues, customers, suppliers and stakeholders will help to manage any situation that arises in a constructive, appreciative and empathetic way. The ability to manage any workplace conversation efficiently and appropriately will ensure a more enjoyable and productive working life, allowing everyone to thrive and achieve their goals and […]

There are many ways to enhance productivity at work. At the heart of every organisation, whether for profit or not, productivity is of course critical to ensure goals are achieved in the most effective way. From our work with clients all around the world we have identified four important characteristics found in highly productive Customer […]

If you pause to reflect for a moment, consider how well do you truly listen? When we assess listening skills on our programmes, senior executives to the frontline participants tell us they realise they could do better. They become aware that they could substantially enhance and build on their listening skills so that we have […]

Our simple Checklist and guide will help you to determine whether your teams need more help in understanding how to respond positively, constructively or empathetically.

We know that strategic, all-encompassing embedding support is essential for achieving long-term behavioural change and success from any significant training investment. Use our information guide to ensure you are considering all aspects of the training experience to gain maximum benefit from your investment in training, whether it be a focus on your culture, a transformational […]

Use our Assessment tool to find out whether your team members clearly demonstrate ownership and responsibility in their interactions with customers and colleagues. Is this consistently demonstrated? Do they need a reminder?  Or is it something that needs to be developed? Having a clear understanding will allow you to gain invaluable insight and plan to […]

Do your managers have what it takes to be exceptional leaders who influence and inspire? Use our Management Training Assessment Guide to gauge your managers’ self-awareness, self-management and communication skills; their proficiency in advanced listening and questioning techniques; and their overall potential to be exceptional leaders who value diversity within their teams and can flex […]

How are your team thinking about your customers? Use our 12-question assessment tool to keep your finger on the pulse of what your people are thinking and feeling about their interactions with customers and whether they truly feel equipped to give great service. Build this assessment into your team meetings, or 121’s and gain important […]

How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is […]