20 May 2022

What are the skills and characteristics of a fantastic customer service employee? What does it take to survive and thrive in the role? It’s certainly not an easy gig – dealing with an increasingly demanding public, day in, day out. But it’s a role that’s valuable and highly rewarding…

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20 Nov 2021

The power of a crisis The global pandemic has created turmoil for many organisations. Undoubtedly, this is one of the most challenging periods in recent history. But it also presents an opportunity – crises can actually be valuable.  “You never want a serious crisis to go to waste,” said…

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09 Aug 2021

Even before we knew what a ‘lockdown’ was, people were talking about loneliness. In 2019, before the world was hit by the global pandemic, there were reports of a loneliness epidemic. In 2019, almost half of adults surveyed by YouGov reported feeling lonely at least a few times a…

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07 May 2021

 Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte There’s never been a more critical time for organisations to focus on human connection. In this era of turbulence and uncertainty, organisations must step up to the…

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16 Jan 2021

“To truly facilitate learning for others, trainers must understand their learners.” – Elaine Biech, The Art & Science of Training When it comes to training, having a firm grasp of the subject matter is essential. But you can’t effectively impart knowledge without understanding who your learners are and what…

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17 Feb 2020

       We’re currently developing video content for First Bus’s new driver training course: “Getting Home Safely”. This project has got us thinking more about safety and asking: How can we engage employees to behave safely? How can we use safety to inspire and encourage (rather than reprimand…

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07 Feb 2020

We’ve been inspired by a recent conversation with Roy A. Barnes, Customer Experience guru from Blue Space Consulting. His book Customer Experience 365 shares 365 nuggets of wisdom for delivering better customer service; that’s one for each day of the year.  It’s all about consistency, according to Barnes. You need…

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16 Dec 2019

Alright, I admit it. This blog post is an unashamed excuse to talk about my new puppy, Paddy, and share a cute picture! But…three weeks into dog ownership – a totally new territory for me – something is becoming clear: when it comes to communicating with our four-legged friends,…

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01 Sep 2019

The stories we tell ourselves are dangerous. In this fascinating TED Talk Lori Gottlieb claims: “The way we narrate our lives shapes what they become”. The way we talk to ourselves has the power to really mess us up. But we can use the power of our stories to…

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01 May 2019

We’ve all been there. We’ve been on the receiving end and we’ve (most likely) been an offender at one time or another. We’re talking about those conversations which feel disconnected because one person isn’t tuned in. Here are some telltale signs that the other person isn’t really paying attention:…

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