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 [...]
Here is a helping hand for those trying to have business cases and budgets approved for developing their service teams in the New Year. The scenario goes: Client: Jaquie, why should we bother developing people in service roles? Does it really pay back? Jaquie: Here are five reasons why: 1. Staff members, who are [...]
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 [...]
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 [...]
I often do a Yoga class, during the week, in the trendy, heavily populated café area of South Melbourne. I have been going to the same Yoga studio for seven years, and I know the streets and shops extremely well. So regardless of where I go for my coffee, I know I will most [...]
Often, I will walk into a café, store or restaurant and walk back out again because the energy isn’t right. It’s hard to describe, but it’s real, and I know you can relate to it too. It may be the staff facial expressions, the tone of voice I am hearing, the pace at which [...]
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 [...]
I intend to serve. Really serve. I intend to serve those who are special to me and those I am yet to meet. I intend to listen deeply and truly understand those around me, and I want to teach others the skills I have learnt. I intend to be conscious with my choice of [...]
I was on a girl’s weekend recently with two friends I have known for nearly 30 years. Our friendships are rich and soulful. When we catch up with no kids, no partners, and no work to distract us, our agenda is fairly simple: to talk. The kind where we get into the juice of [...]
We’ve all experienced poor service in some shape or form, and we can all relate to how it makes us feel when we are on the receiving end of such treatment. Being ignored: Have you ever stood waiting for someone to serve you, while the staff ignore you so they can finish talking about [...]
