Do customers have a clear path to your business door?
This free article by Derek Stockley uses a real life customer service example to demonstrate the importance of sightlines in every customer service organisation. Navigation…
Focus on the positive aspects in customer service
There are many situations where the customer cannot have what they want. The product or service may not exist. It may not be…
What can you do about productivity?
The human species can be negative. We criticise our politicians from our armchairs. We complain because Apple computer is not inventing something new…
Increasing email and/or message effectiveness.
You almost need to be a professional copywriter to achieve ‘break through” with your emails and other messages (web pages, blogs, etc.). The…
How the choice of words can make a speech very powerful
Do you want to get your message across? Do you want to be an effective speaker? Public speakers have many tools of the…
Following Means Leading
Much ink has been spilled on writing about effective organisational leadership in the past twenty years, but only recently has the theme of…
The indirect benefits of training
The indirect benefits of training should be regarded as important. Good training leads to improved skills and productivity gains. Good training leads to…