This month we launched a ‘A Valuable Force’. This seven-hour training course is part of our Driving Force CPC programme for bus drivers – a unique and engaging series of five driver CPC courses which tackle the issues that shape the customer and the driver experience. We delivered the…
Few things are more critical to an organisation’s success than having an engaged workforce. – Harvard Business Review, Nov 2018 When employees are engaged, they are enthusiastic, energetic and motivated. The result? Higher levels of job performance, creativity, loyalty and productivity; greater revenues and profits for organisations; higher levels…
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…
When it comes to creating compelling training content, we believe in the power of film. And acted scenarios can be really effective in bringing to life typical workplace interactions (customer to employee; employee to employee; manager to employee). If you get it right, you’ll help to develop many skills…
Why do we make bad decisions even when we know we shouldn’t? Psychologist Dan Ariely shares a fascinating perspective on behaviour change in this recent TED Talk. Ariely explains that there are lots of things that we know we should be doing but we don’t do, e.g. exercising, eating…
We’ve just delivered an absolutely terrific training course to a group of in-house trainers at First Bus. What an intensely energetic and action-packed four days that was! You can read more about the course in our case study. And because we’re brimming with excitement and ideas, we…