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.
The five essential steps for dealing effectively with persistent and beligerent behaviour - a process that always leaves you, rather than them, in control...
This video addresses how aligned any staff member is with their organisation's practice and values - and what either can do about it if that happens....
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...
An excellent and powerful example of reversal, how changing the relationship between guides and customers generates a unique, memorable and superb customer experience.
There are a number of styles available to managers - so how do you decide which one to choose for any given situation? This pod explains the three key factors that together, are likely to determine you management style.