Change – how to ensure it’s a positive

Invariably when Colebrook Consulting’s engaged by an organisation, one of the most common questions posed by the staff is “what are the implications for me?” When coupled with the naive managerial view that “the staff will just have to get on with it, accept it”, you & I both know that it’s invariably a recipe for disaster! Being particularly mindful of the uncertainty created by the current...

Ryder Cup – The Importance of Leadership

I’m sat here in my hotel room in Las Vegas avidly watching the Ryder Cup golf unfold. Seeing how the Europeans have created real momentum in spite of the weather got me to wondering about what makes a great leader….it’s going to be really interesting to see how both Captains react to the play thus far on Sunday, particularly Pavin. Is the US team a “team” or 12 individuals? When did...

Industry Transferable Customer Service

Having just celebrated my daughter’s first birthday and taken a two week break it reminded me of this blog from a year ago which I’ve tweaked to bring it right up to date….this time last year I had just spent a couple of weeks putting life back into perspective with the addition of a daughter to our family and it got me thinking about how easy it is to get wrapped up in Twitter, Facebook, Blogs,...

The Implications of Reacting vs. Responding In A Customer Service Environment

I read Dennis Snow’s most recent blog with interest and it really struck a chord with me.  He recalled a comment by a manager he was working with, Jim Oakley, who said to the assembled training group “When dealing with any situation, it’s important to understand the difference between responding and reacting. When we respond,” Jim continued, “there is some thought behind our actions. When we react,...

Customer Service In A Downturn – Invest, Divest?

I think that most if not all of us engaged in aspects of customer service recognise its importance in shaping and differentiating the customer experience.  Recognising the value of this in times of economic prosperity is natural but understanding the potential value in times of an economic downturn is perhaps much harder.  In short, its value undoubtedly far higher. In a previous blog The Implications of Reacting...

Powered by WordPress | Designed by Elegant Themes