The 3 non–negotiables that create a customer service mindset

2018-11-14T09:58:51+00:00November 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

2018-11-08T17:21:48+00:00October 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

2018-10-23T10:02:06+00:00October 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

2018-10-05T20:10:00+00:00October 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 [...]

The Care Factor

2018-10-05T20:13:53+00:00August 28, 2018|

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 [...]