11th December 2009
Good customer service is key to any business. Your competitors are competing with you not only in terms of products and price, but also in terms of their experience of your service and your people. In times of recession and low spending, good customer se...
02nd December 2009
Building a high performing Team is a key part of the role of a Manager. ‘High performing’ comes from two distinct elements, high performing individual Team members, and a Team that is moving towards the stage of High Performance. An effective Manager...
26th November 2009
Making sales appointments is an essential part of the sales process in all direct selling situations. You need a sales appointment to give us a platform where you can apply your excellent consultative sales skills to the advantage of both parties. But mak...
20th November 2009
The Insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most Insurance Brokers and Insurance Companies are searching for that winning edge, but frequently miss the full potential offered when ...
22nd September 2009
A Team Leader, at any level, is responsible for building a high performing Team. The main tool or process for the Team Leader to build their Team is the Team Meeting. Unfortunately, in the real world, meetings are not always interesting and productive aff...
21st September 2009
In any Organisation, and at any level, a facilitated Team Building workshop can be a possible route to improve the Team and to foster high performance. A Team is a powerful entity, as we know from sport. A high performing Team not only achieves success, ...
21st September 2009
Team Building is an important aspect of Business. Much thought, and indeed money, goes in to the effort of building high performance Teams. But what exactly is a Team? When thinking of Team Building, it is important to have a useful, clear appreciation of...
12th September 2009
We often hear that it is important for any Customer Service person to have the RIGHT attitude. It is important that Customer Service agents do not have a BAD attitude to the Company, the Customer or, indeed, to their role. Identifying a bad attitude in so...
26th August 2009
Many external Customer Services Courses are theoretical, with only a little practical application to the real world of the attendee. In-house training given by experienced staff or an in-house trainer has huge benefits. It is relevant, on the job Customer...
10th August 2009
Managing the performance of each of their Team Members is one of the main accountabilities of the Manager. The goal is that each Team Member will achieve the desired performance and will continually improve and develop. The People Management process to ac...
08th August 2009
A poorly performing Customer Service Representative isn’t just falling below par; they may be actively sending your Customers or Prospects off to the opposition. A whole Team of Customer Service Representatives who is performing badly can be a threat t...
03rd August 2009
The Effective Leader works at building up and maintaining a series of Leadership Competencies which they use to do their job. By ‘competencies’ we do not mean ‘natural’ attributes, personality styles or skills. Competency is something, either natu...
24th July 2009
Each online industry wants targeted visitors – whether it is promoting a specific item, a service, a members site or a Google Adsense site. An affiliate marketer can have everything considered necessary to be able to stay profitable in a small business ...
21st July 2009
There are a few basic principles in Managing People which Supervisors or Managers at any level should follow. These basic principles ensure that your reports are focussed on achieving their goals and objectives, and have the motivation to achieve success....
16th July 2009
Handling an Escalated call is one of the most challenging situations in Customer Care and is one that most people wish they would never have to deal with. However, it is important both to the Company and to the Customer that the escalated call is handled ...
