Christine Porath asks the viewers a vital question at the beginning of her Ted Talk on civility: Who do you want to be? “Who do you want to be? It's a simple question, and whether you know it or not, you're answering it every day through your actions. This one question will...
In her new podcast, our Managing Director Heather Wright discusses "Does Customer Service come at a price? And what price is acceptable?" Heather highlights companies which have a reputation for great customer service such as Virgin, John Lewis, Ritz Carlton and Jet Blue airlines tend to be known...
“A smile is the universal welcome.” - Max Eastman In Nick Bishop’s recent article “The Twelve Feet Rule”, he examined the importance of the initial recognition between the customer and employee. This time, he explores the importance of a genuine smile in making a great first...
As the author of the Advance Customer Service Excellence Programme, many of you will be aware that I am passionate about great service. Customers always love to receive great service, and one of the most intrinsic needs of the human race is to feel loved. It’s...
The Advance team have produced two new podcasts to help stimulate your creativity and enhance your customer service excellence skills. Creativity Heather Wright and John Bullock discuss the important link between creativity and motivation in the workplace in their new podcast. Heather explains that people need more...