About Niki Flood

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So far Niki Flood has created 132 blog entries.

The Power of a Smile

2018-12-06T19:54:30+10:00November 27, 2018|

One of my favourite Chinese proverbs is ‘A man without a smiling face must not open a shop’. Amen to that. Surely that is the prerequisite to any business when you have humans serving humans? Yet we see so many people opening ‘their shops’ with little or no smiles on their faces. This makes [...]

The 3 non–negotiables that create a customer service mindset

2019-01-14T08:05:36+10:00November 14, 2018|

Studies have shown that only 10% of corporate training is effective, which means 90% is not. That’s terrifying. Why? Because companies have not laid the proper groundwork to make the most out of what is being taught. I use this same principle when approaching the need to create a service mindset in organisations that [...]

Service is a Choice

2019-01-14T08:08:13+10:00October 30, 2018|

I was standing, next in line, in a supermarket queue where two employees were having a great chat among themselves. They were warm, kind and displayed eye contact and open body language towards each other—they were even smiling. However, when they finished their chat, I was met with no eye contact, no smile, robotic [...]

Make customer service fun

2019-01-14T08:09:17+10:00October 23, 2018|

Many employees approach customer service as a repetitive chore or task. Sad but true. So, as leaders, we have to make it fun, break up the monotony and get some dopamine running through our company’s culture. Last week, a client called to tell me about the ‘pop quiz competition’ they were running in their [...]

It’s Not That We Don’t Know How to Serve … It’s That We Have Forgotten

2018-11-26T17:01:59+10:00October 2, 2018|

What exactly are we teaching people when it comes to customer service? For many of us, we are training people in the things we learnt when we were five years old: kindness, care, and curiosity. My five-year-old niece has these attributes down pat. She follows after her two-year-old sister sharing her fruit, holding her [...]