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

      Cyborg, robot, Androide volto, crash test, informatica, computer

      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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          Sales Training Induction Workshop


          The Big Issue: The Journey to a Sales Training Induction Workshop with a Difference   The Big Issue offer 1000s of vulnerable individuals the opportunity to earn a living through their own street-selling micro-business. It’s not a hand out, it’s a hand up. But imagine starting a business doing something almost impossible to love, with only basic communication skills and no previous experience, in a time of utter personal crisis. Over the past 6 months, we […]

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            Are Office Christmas Cards Politically Correct?

            12 Days of Christmas

            Christmas Card Advice from an Equality & Diversity Specialist You’ve survived Black Friday and Cyber Monday. You’ve got the date in the diary for the annual festive outing with c olleagues. Now it’s a countdown to some well-earned down time at home. Wait a minute though! What about sending some Christmas cards to your colleagues? But is it that simple in our multi-cultural age? Should I be sending Christmas cards at all if my colleag […]

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              What is Unconscious Bias?

              Unconscious Bias in Society

              Unconscious Bias in Every Day Life In a report by John Blake, CNN, last week I read the results of a psychological experiment I’d not come across before. It really took me back! “They showed people a photograph of two white men fighting, one unarmed and another holding a knife. Then they showed another photograph, this one of a white man with a knife fighting an unarmed African-American man. When they asked people to identify […]

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