A best-seller for me at the moment is sales training. That’s certainly a sign of the times, when businesses are pushing harder and harder for every scrap of custom they can get in a marketplace where people are really only …
Yesterday I had a day out in London with a good friend of mine. It should be a simple enough train journey home (I live 45 minutes away from London on the mainline), but as anyone who goes into London …
It’s a well known and well respected quotation from the eminent management expert, Peter Drucker. I use it all the time when working with organisations looking to improve their service delivery or the effectiveness of their managers, and there won’t …
Customer service is a funny thing. We all know when we’ve received a poor version of it, and indeed, when that happens, we tend to go away and tell everyone we know all about it. Oh, and lots of strangers …
Customer service is a funny thing. We all know when we’ve received a poor version of it, and we tend to tell everyone we know about it too, including lots of strangers in cyberspace as well as our family, colleagues …
It’s the age-old problem for phone based customer service teams… they’re missing their targets, but you can’t take the team out for training because your customers are going to keep on calling in and the phones need answering. Here’s the …
Someone very smart once said to me that “people will only ever treat you as well as you let them.” What wise words! We all, to a very large degree, create our own ‘luck’ when dealing with other people, and …
Have you been promoted into a management role, but feel that you have yet to discover all you are capable of? Maybe you are an experienced manager, but want some fresh ideas about how to support and motivate your staff …
Frequent visitors to this website will have noticed the arrival of something new – just over there, on the right. It’s our new Sign Me Up! box, giving you the opportunity to get a little bit of Winnthinking delivered to …
In a previous life I spent six and a half years as a complaint handler on behalf of an investment company. People get very emotional about their money, and rightly so, and during the course of what must have been …