The Art of Apologising
‘Sorry’ is a word that’s very much over-used these days. So when you really need it to count, exactly how do you offer an unhappy customer a really great verbal apology? Here’s how…
‘Sorry’ is a word that’s very much over-used these days. So when you really need it to count, exactly how do you offer an unhappy customer a really great verbal apology? Here’s how…
Names have power. Names have magic in them. Names wrap up all our expectations and emotional baggage into a neatly labelled parcel, whether we like it or not. Think carefully before you apply a label your customers…
The customer is always the customer – but what if we suspect he or she is trying it on? Here are five ways you might spot those Opportunist Complainers.
As some of you will know, I’ve had a busy March and April completing the sale of one house, purchasing another, packing, moving and getting unpacked at the other end. After 21 years in our last home you can possibly …
You said, we listened! Welcome to the refocused, refreshed Winnthinking People Development, spruced up and pumped up, ready to bring the very best in training and coaching to your organisation! What’s different? This year we’ve talked to our customers, reviewed …
I’ve worked with some interesting organisations recently, some of which are really not part of the traditional market for ‘customer service training’. And it’s brought about some fascinating conversations. Take, for example, the secondary school where I was asked to …
I just rattled off a friendly email to a fellow coach, and as I’m a bit of a fusspot about grammar, spelling etc., I naturally proofread it before hitting ‘send’. Imagine my dismay when I counted – in a very …
How does coaching fit in to the development strategy in your organisation? Perceptions of coaching (and coaches) vary greatly, and that’s hardly surprising. There are some excellent professional bodies out there laying down rigorous standards and CPD (continuous professional development) …
September means lots of things: going back to school, nights drawing in, the start of that hurtle towards Christmas. It’s also harvesting time, which has been very much in evidence in my rural community. It got me thinking… if we’re …
As I work with organisations up and down the UK on their customer service delivery, I get very used to hearing one particular comment. Here it is: “I would love to promise my customers what they want (a response, a …