Qualities of a great trainer

April 20, 2010

I opened up an old notepad this morning and some post it notes fell out. These were the post it notes from a Train the Trainer course I attended last year. We were set a task to work as a group to identify and prioritise nine key qualities/attributes that make up a good trainer. Each of [...]

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Your Twitter presence is damaging your brand

April 3, 2010

A couple of weeks ago a friend of mine had a complaint to make about a pair of trainers he had bought from the website of a major UK sports retailer. After visiting their website again and finding an email address he emailed them his compaint, to which he received an automatic reply stating that [...]

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Do your employees have a voice?

March 30, 2010

Do your customer-facing employees have a strong voice inside your organisation? Do you regularly seek their opinions on service matters? If not, why not? Customer facing employees know their services customers better than anyone. After all, they are face to face with them day in-day out. They understand what makes them tick and they certainly [...]

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Will location based social media apps take off?

March 20, 2010

A few months ago I signed up for the Geo-location service Gowalla and downloaded their iPhone app. A month or two later I did the same and signed up for Foursquare. I signed up for these because I had heard that they were going to be “the next big thing” on the social web. Indeed Foursquare [...]

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Changing views of Health and Safety training

March 6, 2010

Everyone knows how much Health and Safety trainers love Health and Safety, right? Absolutely! But everyone also knows that most Health and Safety training as incredibly boring, right? Wrong!

However, there is no denying that H&S training has developed a negative reputation of being dry and boring, which quite simply isn’t true in most cases. It is down to trainers themselves to change the way H&S is viewed and they have the opportunity to change the way people see H&S each and every time they teach someone. But how do they go about doing this?

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Why Twitter is my new Facebook

February 21, 2010

3rd November 2006: This was the date I joined Facebook and for the next three years it catered for my every need. You see, at this time I was half way through University life, which was the time for socialising, spending time with friends, having fun and for losing night after night to an alcohol induced black [...]

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Customer Service Lessons from Comedy

February 15, 2010

A couple of weeks ago I was reading a great article about “Creating “Freestyle” Customer Service Experiences”. In this article, the author talks about how customer expectations are rising and how customers have come to expect hassle-free service every time. Whilst this is true of a lot of modern service providers, the reality is that there are still a lot of companies who are far from providing “hassle-free service”. For some reason thinking about this reminded me of this story by the brilliant stand-up comedian, John Bishop…

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Welcome to my blog

February 6, 2010

Hello and welcome to my first foray into the blogosphere. Thank you for taking the time to visit.

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