5 superpowers your customer team should have

We’ve entered into one of our busiest periods at the moment, and we’ve worked hard on planning and preparation to ensure that we deliver the best possible experience, despite the volumes of work.  A key part of that preparation is thinking about the customer facing people, and how ready they are for the extra work.… Continue reading 5 superpowers your customer team should have

5 secrets of an elite frequent flyer

I’ve just booked my 4th weekend break for 2018. What, you haven’t even organised your summer holiday yet?  You do realise you’ll be paying through the nose for that week in the sun? Friends and colleagues marvel at how often my husband and I go on holiday, enjoying priority security lanes, sipping champagne in first… Continue reading 5 secrets of an elite frequent flyer

Why flight AA100 is the place I feel most at home

On return from a recent holiday, I was fortunate enough to be in my favourite seat on my favourite plane – American Airlines flight AA100 from New York JFK to London Heathrow.  Not for the first time, I’ve chosen a specific route home to incorporate this flight, and once again, it was a great experience.  Next… Continue reading Why flight AA100 is the place I feel most at home

Why I love working with people

I’ve been reflecting on how I made career choices over my years in working with customers.  Some choose title or grade, others choose something they love, but I chose something I hate – bad customer experiences.  Tonight I went for a couple of beers with a member of one of my teams who feels the… Continue reading Why I love working with people

5 tips on handling tense work situations

We all have good days and we all have bad days.  Some people are naturally calm, others fly into a rage, whilst others bottle up their frustration.  Despite being amazing at what we do, we are all human, and there are times when our emotions get the better of us.  Like most of us, I’m… Continue reading 5 tips on handling tense work situations