About Kelly

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So far Kelly has created 50 blog entries.

Calm amongst the chaos

2022-03-03T14:32:30+11:00March 3, 2022|

Prefer to listen? Press play below. I was parked at a red traffic light, minding my own business, when a van with a big tow bar decided to throw itself into reverse and back right into my car. Of course, this happened when I was making my way to deliver a keynote [...]

Asking for help

2022-02-24T15:46:21+11:00February 24, 2022|

Prefer to listen? Press play below: Asking for help has been an area of focus for me over the years. Asking for help from my partner, friends, my team, mentors, a stranger… from the universe – whether for something small or something large, it has always felt a bit unfamiliar and uncomfortable [...]

You are the company.

2022-02-17T15:52:47+11:00February 17, 2022|

Prefer to listen? Click play below: Be honest, go on – at some point, you have stopped shopping with a brand because of one staff member who didn’t say the right thing, didn’t make you feel the right way or just didn’t give you the service experience you were hoping for. I [...]

Making friends with silence

2022-02-10T12:48:55+11:00February 10, 2022|

Prefer to listen? Press play below: I used to be someone who turned on the radio first thing in the morning, had the TV on in the background when I was home alone, and scrolled through socials when bored. I’m not sure, 10 years ago, whether I was even aware of the [...]

Go Slow and Mend Fully

2022-01-27T14:04:57+11:00January 27, 2022|

Like many people over summer, I caught a summer flu/virus. Let’s not get hung up on what it was or the name of the virus – no need to identify with it. As with any sort of discomfort or dis-ease, it’s always better when you’re on the other side of it. I can be [...]

Short Staff from COVID? How to provide great service anyway.

2022-01-17T16:16:52+11:00January 17, 2022|

In the past few weeks, I’ve received several emails saying something like this: “I need to cancel our meeting today – we’re eight staff short due to COVID and things are chaotic here.” It’s everywhere. Domestic airlines cutting capacity by a third, hospitality owners unable to open their doors or operate at full capacity [...]

A workplace guide for Service Staff as we come out of extended lockdowns

2021-10-28T11:03:03+11:00October 28, 2021|

Feeling socially awkward, a little unsure about how to behave or act in public… yep that’s what a loooong time in lockdown will do to you! We reckon that customer service staff who have been off work for lengthy periods of time might also feel a little strange working closely with humans again. Let’s [...]

How to make excellent customer service a habit for people

2021-10-18T15:40:38+11:00October 18, 2021|

It is human to be inconsistent, have days where we feel a bit ‘off’ and days where we feel ‘on’. Maintaining excellent customer service, humans serving humans, will always run the risk of inconsistencies showing up in service interactions, therefore excellent customer service is an intentional, relentless practice. There isn’t one touch point or [...]

Why staff who meditate deliver the best customer service

2021-10-12T06:14:36+11:00October 12, 2021|

If you’re working in a fast-paced environment where you are serving people all day (whether internal or external customers), chances are you have a busy mind, particularly when you serve people, your mind is scattered, unfocused, paying 100 per cent attention to something else. A busy mind is often termed the ‘monkey mind’. It [...]

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