When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills. Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing. And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting
What impression does someone have when a business has poor attention to detail, slow to respond or don’t respond at all, force you into a clunky and irrelevant automated processes that asks an innumerate amount of intrusive questions or ask the same questions that you have already answered? This may well be the reality of… Continue reading Four ways your recruitment team is damaging your brand
In this week’s post, I wanted to address a topic that our cousins across the Atlantic have pretty well put to bed, but in Europe and Asia, remains a tricky and sensitive subject: remote working. Wherever you chose to work right now, at some point in the near future, ALL roles and tasks delivered by… Continue reading 4 reasons bosses are struggling to accept remote working
It’s a topic that comes up a lot – whether it’s when I’m talking with recruiters about my style of managing people, with senior management on the topic of addressing unhappiness in their teams, or most recently, with inspired small start-ups who are looking to build a strong customer-centric culture from day one – is… Continue reading Is your team’s happiness linked to customer happiness?
I recently read yet another excellent post from the fabulous folks over at Userlike. Whilst they are often focused on the customer, this time they focused on the team serving the customer. You can read their post here, but in essence, it’s some sound advice on avoiding burn out within your customer facing teams. And… Continue reading Employer’s responsibility for mental health at work
As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?
As we head into summer (at least in the Northern Hemisphere!) and the pace adjusts slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. … Continue reading Three people (dis)engagement behaviours to watch out for