Why customer service emails are like a fine wine
Let’s face it, we all know that, no matter how technologically advanced we become in this crazy AI world we live in, customers will ALWAYS want to interact with a real human being at some point, especially if their enquiry or query escalates into a ‘situation.’ And you & I also know that human interaction […]
Strictly speaking, are you an Ann Widdecombe or a Kelvin Fletcher?
Running a successful customer service operation that’s frontlined by a top-notch team, whose prime focus is on ensuring a world-class 10/10 experience for its customers, is a lot like learning how to dance… Before you can Cha-Cha-Cha and Foxtrot your way around the dancefloor, you need to learn the steps. While there are exceptions to […]
Make peace with your past this Christmas!
There’s a wise old quote that’s resonated with me for a very long time during my career… “If you want to SEE progress, look backward. If you want to SEEK progress, look forward” And actually, it’s really important to do both isn’t it? Especially at this time of year, as we approach the closing of […]
Are you a Stretch Armstrong?
The man, the myth, the legend. For many, Stretch Armstrong still brings back many happy childhood memories Trying to see how far this large gel-filled, and quite frankly, tormented action figure would stretch was the name of the game. You only have to type Stretch Armstrong in on YouTube and you’ll find an array of […]
Colour Me Beautiful
Image consultancy Colour Me Beautiful were the first in line back in the 1970s to teach business leaders a thing or two about how to dress to impress in the world of work. I was so fortunate to have worked for the greatest Investor in People (long before it was ever a nationally recognised industry […]
Our top 5, post-Covid, customer service tips
The last 14 weeks have been a very strange and difficult time for practically every single person living through it – it’ll certainly make history that’s for sure. Although we aren’t completely out the other side, we are starting to see some normality thankfully. With pubs and salons reopening in the coming days and weeks, […]
Lessons from a seagull
I have to admit I am TERRIFIED of birds – the bigger, the scarier they are and the more terrified I become! So, you can imagine my horror last weekend… while out for a lovely leisurely walk along the beachfront in Hastings, I am attacked (yes, literally a-t-t-a-c-k-e-d) by a flock of seagulls. It happens […]
When homeworking used to be a treat…
Homeworking used to be a rare treat for many frontline staff. In fact, only a few months ago, one of our clients was in the middle of a fairly serious battle with a group of frontline staff, who felt they were being treated unfairly (compared to their counterparts in the field) because our client wouldn’t […]
Take a step outside your hoola-hoop!
It’s really important that we’re reminded of the importance of stepping out of our hoola-hoop every now and then – because all progress takes place outside our comfort zone, agreed? When Lloyd Hazell & Tasha Harris were offered £30,000 for a 45% share of their company by Dragons Den star Sarah Willingham, a few years […]
Maggie Colman
It is with the most unbearably heavy heart that I write to let you know that our feisty, bold and brave Elsie, aka our LC (Lead Consultant) Maggie Colman, passed away on Sun 7th June, after a dramatically sudden illness, which she was diagnosed with just 4 weeks ago & confirmed as terminal just 1 […]
