5 trends defining the future of customer service in 2015 and beyond

1. PLAN B Products that come with their own backup plan.  2. VIDEO VALETS Face time, any time.  3. DELIVER (MORE THAN) THE GOODS Delivery. And then some.  4. SIXTH SENSE The customer-focused brand has a new sense: info-sense.  5. POLITENESS PAYS Because good customer service is a two-way street   Link: http://trendwatching.com/trends/future-customer-service/


21 time management lessons

1. There is always time. You never “run out of time.” If you didn’t finish something by the time it was due, it’s because you didn’t consider it urgent or enjoyable enough to prioritize ahead of whatever else you were doing. 2. Days always fill up faster than you’d expect. Build in some buffer time. Avoid […]


Words you might want to avoid in describing yourself!

Here are some words that are great when other people use them to describe you–but you should never use to describe yourself, along with a few other words that everyone seems to use (many make annual appearances on LinkedIn’s lists of most overused words and phrases from LinkedIn profiles). Either way, think hard about swapping […]


7 things leaders can do to help people change

Ever tried to change anyone’s behaviour at work? It can be extremely frustrating. So often the effort produces an opposite result: rupturing the relationship, diminishing job performance, or causing the person to dig in their heels. Still, some approaches clearly work better than others. A review of 2,852 direct reports of 559 leaders carried out by Zenger/Folkman […]


The 7 causes of poor employee performance – and how to address them

It’s every manager’s least favourite part of the job: someone on your team isn’t performing up to expectations, and it’s time to do something about it. But before you decide how to address a performance problem, it’s important to diagnose the root cause. In my experience, performance is the confluence of ability and motivation. An […]


The 4 ‘NO’s’ of leadership

Four eye-openers emerge regularly from our development workshops and leadership programmes. Can you relate to any of these leadership no-no’s? 1. Indecisiveness Taking a stand and making a decision is not always easy. It can sometimes make a leader feel uncomfortable if they know the decision may not be well received by everyone on the […]


Toxic people defy logic – 12 of the best ways to deal with them

Some are blissfully unaware of the negative impact that they have on those around them, and others seem to derive satisfaction from creating chaos and pushing other people’s buttons. Either way, they create unnecessary complexity, strife, and worst of all stress. The ability to manage your emotions and remain calm under pressure has a direct […]


How does your company handle the millennium generation?

It’s a fact that the millennial generation are now the largest, most diverse generation in the United States. They are young, hip and smart customers who know what they want and when they want it. These “microwave” customers are somewhat impatient and want satisfaction right now. Their demands for prompt service are only heightened by […]


10 questions coaching leaders ask capable people

What would you suggest? What are you trying to accomplish? What have you already done to address this issue? How have your efforts worked so far? What would you like to try? What would you like to do next? Who might need to be involved? What can you do while you’re waiting? When can you […]


Reasons people resist change – don’t fall into these holes!

Expecting resistance to change and planning for it from the start of your change management programme will allow you to effectively manage objections and to be proactive not reactive. This will help to ensure that change is a smooth process not a difficult one. These are some of the questions that you need to have […]