Unconscious Bias and Performance Management

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Are Managers influencing under-performance? Leaders need to be able to manage employee performance to meet business goals on a day-today basis, as well as at formal reviews. It’s important this is carried out equitably and in a way that meets the needs of both the individual and the organisation. But what happens if during this critical process we are inadvertently discouraging staff, limiting their opportunities to progress and excel, or leaving them feeling neglected? Unconscious […]

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    4 Top Tips to Increase Attendance at Your In-House Training Programmes

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      Get Your In-House Training Programmes Bursting at the Seams! Haunted by negative past experiences, customers often ask what they can do to ensure full attendance to their schedule of in-house training programmes so with the help of one of our customers, Claire Bonnet, Equality & Diversity Officer at Midland Heart, we have complied our top 4 tips: Top Tip #1: Harness the Power of Word of Mouth As far as we are concerned, it is part […]

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      Can your Business Support The Big Issue Too?

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      Last year we worked with The Big Issue on a fantastic project designing a brand new Sales Induction programme for new vendors. Since then, we have been following their progress closely; it is a truly fabulous organisation! As part of the research and familiarisation phase of the project, we found out a lot about The Big Issue that we didn’t already know. This included finding out about corporate subscriptions, which we thought we would share […]

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        The perils of the passive customer

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        I was working recently with the staff of a small conference company. We were talking about their relationships with customers and how they could build even better ones. The CEO told me: “I want our relationships with customers to keep them coming back to us time an d time again.” I asked the group what their worst ever experience had been as a customer. One of them said she’d been to the hairdresser, asked for […]

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          How to Wow Customer Service Pt 3: Unconscious Bias in Customer Service

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          The first three blogs of this series of four, focused on the advantage of building confidence in front line customer service staff to improve the customer experience, the importance of understanding the working environment and the need to develop conversational skills, rather than communication techniques. In this final blog, we explore how we all have unconscious biases in customer service and what might be done to ensure front liners are offering a fair and consistent service […]

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            How to Wow Customer Service Pt 3: A new approach to making conversations

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            The first two blogs of this series of four, focused on the advantages of building confidence of front line customer service staff to improve the customer experience and the benefits of harnessing the power of space and rhythm of people moving through customer service environments. In this blog we explore whether it is time to move away from the traditional ‘communication skills’ development to a different approach. For too long, many customer service programmes have included […]

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              How to Wow Customer Service Pt 2: Enhance Non-Verbal Communication by Harnessing the Power of Mime

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              Enhance Non-Verbal Communication by Harnessing the Power of Mime In the first blog of the How to Wow Customer Service series,Build a ‘Me Brand’ Build Confidence, we looked at the advantages of building the confidence of front line customer service staff to improve both the customer experience, as well as the individual’s job satisfaction. This time we explore the place of non-verbal communication in customer service. But…. instead of rolling through the traditional stuff that’s […]

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