How to Wow Customer Service: Build a ‘Me Brand’; Build Confidence

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Why the Individual Should Come Before the Customer in Customer Service Training Confident people are better at being assertive, starting conversations with customers and generally able to engage with people they do not know. However, not everyone who works in a customer service environment is as described. Many who succeed the interview and then move into the reality of being at the customer coalface find conversing and interacting with customers, painfully difficult. For some, being in the customer arena […]

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    The Business Case for Unconscious Bias Training (& a tip worth considering!)

    Glasses & Notebook - Creating a Business case for Unconscious Bias Training

    Further to earlier blogs What is Unconscious Bias? and 3 Top Tips to Reducing the Impact of Unconscious Bias I have had a number of conversations with people about the impact Unconscious Bias is having on organisations and the business case for Unconscious Bias training.  According to CIPD’s Training & Talent Management Survey, the average training budget per head is £167 in the public sector and £308 in the private. Not much to play with! Wherever […]

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      Organisational Diversity

      Organisational Diversity

       Organisational Diversity: A Rich & Valuable Resource One of the best things about my role as an equality and diversity specialist is that I get to travel the length and breadth of the UK and as a result get to experience the richness and variety of organisational diversity out there. And it is rich, and fascinating – yet not all would agree. It is not uncommon for me to hear at the start of equality […]

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        2015 UK Customer Service Results Reveal the Benefits of Organisational Change

        customer service survey infopgraphic

        Banks and Utilities are among the top performing sectors in the 2015 UK Customer Service Results The results published from the Institute of Customer Services’ UK Customer Satisfaction Index (UKCSI) published this month show some very interesting results. The survey, the largest of its kind in the UK, includes 13 different sectors. It reports on the analysis of 39,000 responses from 10,144 customers who were identified as geographically and demographically representative of the UK population…. It’s worth a […]

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          It’s Time for Modern Management Training

          Orange and pink shoes

          Modern Management Training Tips for the Modern Manager… The workforce today is a cultural melting pot… As Traditionalists move out at the top and Generation Y move in from the bottom (with Generation Z fast approaching behind) it’s safe to say there are four very different generations in the workplace. And it’s impacting… Are today’s leaders given enough modern management training so that they are equipped with the modern-day skills required to harness the talent of individuals from all […]

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            Strategies to Reduce the Impact of Unconscious Bias

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            3 Simple Strategies to Reduce the Impact of Unconscious Bias Following from previous blog What is Unconscious Bias I wanted to share with you 3 simple, easy-to-follow tips from our recent Unconscious Bias Infographic that will enable you to be more aware and proactively mitigate the effects of your unconscious biases. Having strategies to reduce the impact of unconscious bias is really important for people in a number of roles, but most importantly for anyone […]

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              The Challenges of Regulation in Multi-Cultural Communities

              People Under The Micrscope

              Regulating within a Diverse Society – the Why’s and the How’s “We bend over backwards for these people…”  “People should fit in…” We’ve all heard these phrases at some time. Complying with regulation can be confusing – and more so for some multi-cultural communities. Consider how hard it can be sometimes to get to grips with the complexity of regulatory systems to ensure that we can comply with them, either as individuals or as business […]

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