Many organisations will review entire systems and processes to decide where and how they can improve their customer service. Sometimes, however, it’s worth getting back to basics to see if you can make quick changes that will reap great rewards. Below are three very simple steps you can take to make quick improvements to your customer service experience. Look at the front line. Your
Extend’s Managing Director Darren Stevenson outlines seven lessons of business leadership in his new book Finders Keepers. Available for purchase on all e-readers or in paperback via firstname.lastname@example.org for $17.99 plus postage. Get it today!
Email communication is the most widely used forms of communication within the workplace, so it’s important to stop and review your emailing style to see if it’s driving the results you need. First and foremost, ensure you are keeping within the guidelines to appropriate email communication in the workplace. Once you’ve mastered that, learn how to write effective emails that are clear, easy to
Negotiating is a difficult task – Even for a great sales person! However, it’s also a situation that most people can’t avoid in both their personal and professional lives. Be armed with a clear plan and steps to follow in order to succeed. 1. LISTEN Many of us step into a negotiation as very bad listeners. We know what outcome we want, so we
“My interest in life comes from setting myself huge, apparently unachievable challenges and trying to rise above them” – Richard Branson Obstacles are a necessary part of life for everyone – and particularly for leaders. In fact, the most successful people in the world have only got to where they are now because they’ve learnt to overcome countless obstacles along the way. Here’s 3
Are you a master procrastinator? Ever felt a bit flat or wondered if you had actually achieved anything lately? Here’s 10 ways you can take control and make the most of every day. 1. Sleep well. You can’t conquer the day if you’re suffering from sleep deprivation. It all begins with a good night’s sleep. Make it a habit to get 7-8 hours whenever
What does it take to be a great leader in today’s modern world? Changes in society and technology have added increased pressures and complexities. In order to be successful, the modern leader must possess the following 5 characteristics. 1. Honesty & communication Employees of the modern world will no longer accept the fact they’ve been left in the dark when it comes to company
Performance Management are two dreaded words for both the employer and the employee. Most managers don’t enjoy having that difficult conversation with a staff member and many will even put off taking a staff member through a performance management process – even if it’s much needed. This can be prevented by clearly outlining the employee’s roles and responsibilities and key performance indicators, in the
During his life, Aristotle wrote his Rhetoric, better known today as The Art of Persuasion. The premise was simple: your message has to make sense and touch the heart, and you personally have to be trustworthy. Only then can you build positive, two way relationships. Aristotle said evidence for claims comes in three forms: Logos, Pathos and Ethos. Logos – logical or rational appeal.
Workplace culture is important. It’s what makes people want to work for you. It’s what keeps them there. It’s what drives the people within the workplace. If you come across someone who loves their job and asked them why, you could almost be 100% sure that at least one of their reasons is because of the people they work with and the great organisational