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customer service

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videos

sorry, glad, sure

When the customer has a complaint, you need a way of having a first response that’s helpful and reassuring; this three step process will help you achieve this…

open »
10th January 2022
the glass and paper cup
storytelling

the glass & the paper cup

Which is the quality product, and why? and who decides – the customer or the provider? And does fit for purpose depend on use and context?

open »
8th January 2022
videos

customer service grid

The customer service grid outlines the four key factors your organisation needs to get right to please and retain your customers – your core and ancillary services, and your standards and targets in each of these areas.

open »
3rd January 2022
videos

challenging conversations: 3 key factors

Why do conversations become challenging? There are three key factors that tend to be responsible = the situation, the other person, and yourself. This video explores these three factors…

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13th December 2021
videos

body language

There are a number of ways in which we impact on other people, and one of the major ones is how we display ourselves through our body language. This pod explores the variety of ways our face, gestures, and posture can make all the difference…

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6th December 2021
videos

consequence assertion

The five essential steps for dealing effectively with persistent and beligerent behaviour – a process that always leaves you, rather than them, in control…

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22nd November 2021
videos

standards, targets & excellence

This video explains the difference between a standard and a target, as performance measures, and the relationship between them and the drive to customer service excellence.

open »
15th November 2021
micro behaviours
top tens

micro behaviours

The little things that make a big difference: the words and language you use; your voice – its tempo and tone; and your body language…

open »
9th August 2019

Soft Selling Skills

You may have staff who are not aware how much opportunity they have to sell your product or service; they do not regard themselves as

open »
5th December 2017

Strategic Thinking

This course will clarify what Strategic Thinking actually means and also will help you to assess your own skills in this area. You will gain

open »
5th December 2017

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We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…

We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…