The Everest of 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.
Search Results
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...
Customer Satisfaction Triangle
The triangle identifies and links three key factors that together make the most impact on customer satisfaction: service, support and staff...
Body Language
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Alignment
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....
Mind the (Performance) Gap
This video focuses on the gap between performance requirements and performance delivery, and, if there is a gap between the two, how to close it.
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...
Hearst Castle
Creativity & Customer Service Excellence
An excellent and powerful example of reversal, how changing the relationship between guides and customers generates a unique, memorable and superb customer experience.
Top Ten Tips on...
Time Management
Tips to help you deal with key issues such as interruptions, emails, overload, deadlines, and opportunity costs
Management Styles Triangle
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.
Organ Donors
Organ Donors - Results
