Why doesn’t customer service training work?

Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]

Why feedback doesn’t work: manipulating feedback is like taking aspirin for a broken leg!

As feedback specialists, we help businesses organisations with all sorts of feedback on-line off-line, direct and indirect, immediate and delayed. (I bet you didn’t even know that there where so many variations!) Now, most people are beginning to realise that feedback only has value when it is transparent, and includes both positive and negative; but […]

Your customers are talking…  Are you listening?

In today’s hyper connected, value savvy global marketplace, your customers are becoming ever more the key and demanding.  They can talk about you behind your back to the world at the touch of a button and the speed of light. To quote Jeff Bezos: ‘Your brand is what the customer says when you’re not in […]