Let’s chat about the increase in angry customers. Why is it happening, and what can we do about it? Why are angry customers on the rise? To begin, social stress has increased over the last two to three years due to the pandemic and the general life upheaval we’ve all [...]
An article from Forbes magazine observed that many organisational leaders believe managing communications to be an ongoing challenge. Some are concerned about the pivot to hybrid and how this will further affect communication management. Certainly, some issues arise as we sail off into a more permanent hybrid future. For example, [...]
The increase of hybrid and remote work models has fundamentally changed the way to manage employee performance. Historically, managers would simply observe employees in the physical work environment as a means of determining performance. This is increasingly no longer possible – even within an office environment. The larger the team, [...]
Recent research points to the majority of customers having higher expectations of good service than they did pre-pandemic, with a greater demand for fast and accessible interactions with companies. 71% of consumers believe that businesses showing empathy will earn loyalty. This demonstrates that service is not just about solving problems, [...]
Have you ever been in a team where you experienced the following? Overwhelmed with current workload. Lack of forward planning or clear strategy. Ongoing tension and conflict with other team members. High staff turnover. Employee absenteeism or lots of sick leave taken. Low productivity or morale. Each of these examples [...]
Modern workers must navigate the increase of hybrid and remote workplace challenges, sophisticated information systems, and the high level of digital traffic. So, it’s easy to understand how quickly we can lose focus and feel overwhelmed with the daily workload. To help combat this is a helpful technique called laser [...]
In this current service climate, customer experience has never been under so much scrutiny, and it’s critical to get it right. Service is different from experience. For example, if you went to the shop and ordered your coffee, and you got it quickly, and it tasted great, and it wasn’t expensive, that’s [...]
The word ‘busy’ could subconsciously be impacting your thinking and productivity. The Oxford Dictionary defines it as having a great deal to do, which I’m sure we can all relate to. Nowadays, we use the word busy word multiple times a day in phrases like, “I’m too busy right now,” [...]
The author Steven Covey told the story of a badly behaved family on a train. While the boys annoyed other passengers with their loud noises and by running up and down the aisle, their father did nothing. One of the passengers reached boiling point, and he reprimanded the father for [...]
Today, we’re sharing with you a quick technique from one of our workshops, Communication in the Digital Workplace. One of the biggest challenges when leading a hybrid or remote team can be the impact of communication. Communication is the bedrock of understanding and connection, so we need to be mindful of how [...]
