customer service training

Team Leaders As Performance Coaches

April 29, 2012
Team Leaders As Performance Coaches

In my last post on the topic of the changing role of team leaders in Customer Service, I promised more about the skills, daily routines and mindset now required. This is the result of ever increasing pressure to deliver step changes in customer experience.  How that’s done is of course a broad topic and one [...]

2 comments Read the full article →

Team Leaders & Their Changing Role In Customer Service – session 1

June 21, 2011
Team Leaders Changing Role

Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just for the sake of this made up timeline, imagine ‘Phase One’ as the time when call centres were brand spanking new. They were the Social Media of their day 30+ years ago, [...]

8 comments Read the full article →

The Human Chemistry Of Customer Service

March 25, 2011
Thumbnail image for The Human Chemistry Of Customer Service

I’ve just come back from Rioja. A place obviously associated with wine. It was only on my return though that I discovered how much I’d developed a taste for its intoxicating chemistry of taste and aroma. It took quite a few days and a mini bout of cold turkey to recover! The excuse for all [...]

6 comments Read the full article →

The Art & Skill Of Customer Listening: session 2

February 12, 2011
Thumbnail image for The Art & Skill Of Customer Listening: session 2

Welcome to another in the series on Customer Listening! The first post set the overall context. It also provided the first listening challenge to test your own level of skill. If you have yet to read this introduction then I suggest doing that first before continuing. What Is Listening? But if you are ready, let’s [...]

11 comments Read the full article →

The Art & Skill Of Customer Listening: session 1

January 31, 2011
Thumbnail image for The Art & Skill Of Customer Listening: session 1

If you are reading this on the BrainFood Extra site, you may have noticed that I summarise my overall  focus as ‘Listening For Anything About The Customer’. That remit has allowed me to write broadly about customer themed topics. The series you are now reading focuses on the other key word in that strap line, the [...]

25 comments Read the full article →

For The Sake Of A Clean Car

December 3, 2010
Thumbnail image for For The Sake Of A Clean Car

Since I don’t currently belong to the 1% of über wealthy, money right now is tight and so expenses like car servicing are unwelcome. I have a newish car and still hold to the original plan conceived in more affluent times: I’ll swap it out every three years rather than drive it into the ground as [...]

4 comments Read the full article →

← Previous Entries