I’m a huge fan of great customer service and being in the training game for over 25 years, it’s not hard to work out that I’m a massive supporter of investing in customer service training. Yet not everybody thinks that customer service training is worth the investment.
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One of the challenges why training is not transferred to the job is due to a lack of follow up when they return. Furthermore, ongoing follow up is required to ensure your team continue to put in place the skills they have learnt. Here are 3 powerful
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One of the biggest challenges I hear from frontline managers is having to give negative feedback to their staff. Most managers find this type of feedback confrontational so prefer to ignore it and hope it improves on its own. Sorry, this is not going to happen, in
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One of the most powerful steps a manager can do is to empower their team. And empowerment comes in many different variants and also at many levels. In a retail environment, having an empowered means they are better equipped to deal with customers in a positive way.
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A great work culture is an amazing place to be a part of and leaders play an enormous role in defining and then maintaining a great work culture. In this culture, team members are highly motivated, they work for each other, staff turnover is low and outcome
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One of the key areas we train store and area managers on is how to provide effective feedback that either maintains or improves performance. The easiest feedback to provide, quite obviously is positive feedback, as every single team member wants to hear they are doing something right.
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I have often talked about the need for leaders to evolve and develop new skills when it comes to leading, motivating and retaining the best team members. In retail, I find that the best store leaders have the best team and pull the best results, not too
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The documentary series “The Last Dance” was a big hit in 2020 as it told the story of how Michael Jordan played a massive part in leading the Chicago Bulls to six NBA titles in eight years. It was a very interesting insight into the man himself,
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Employee engagement has been at an all-time low for a few years now, which has resulted in a figure I saw published that shocked me – 85% of staff want to leave their current role and/or employer. Included in this figure are employees actively looking for a
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This is not the first time I have said this – Great leaders are hard to find! In an age where it’s getting harder to recruit and retain the best team, great leadership is the key to an engaged and motivated team. Yet the biggest reason people
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