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...
Starbucks is to close more than 8,000 company-owned branches in the US for the afternoon on 29th May to carry out "racial bias" training with the aim of preventing further inherent prejudice being displayed by employees in the chain. Nearly 175,000 staff will receive the training,...
“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...
“Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.” – Steve Jobs I have a passion for Customer Service Excellence! This means that in addition to delivering the Advance Performance CPD Accredited Customer Service Excellence Programme, I enjoy being both...
“I truly believe that if you take care of your employees they will take care of your business.” – Richard Branson “Winning Culture” has been a popular business term in the past few years often linked with the company names of the moment – Google, Apple,...