Category: Customer service
Low customer satisfaction means it could be your time to shine…
- Created by Jenny Powell
- on the 20 July, 2023.
According to a recent Daily Telegraph article: Britain is returning to the gloom of the 1970s as customer satisfaction collapses at the fastest pace on record, new data shows… Just as prices have soared, companies have been unable to hire enough staff… they have also failed to invest in staff training, integrate their systems and […]
5 ways to focus on the work that matters.
- Created by Jenny Powell
- on the 1 February, 2023.
It’s 2023 and technology frees us to work and communicate from anywhere, anytime. But many of us don’t feel free. Instead, we’re burdened with “busy-work”, and our frazzled attention spans make it a challenge to focus. “Busy-work” is when you are officially “working” but the work only gives the illusion of productivity, and is actually […]
Medtronic Q&A Case Study
- Created by Jenny Powell
- on the 18 October, 2022.
Name Dominic Bubna-Litic Business Medtronic What was the business need? Customer service skills for a newly created pro-actively focused IT service team. How did Miradorus address your need? Miradorus provided us with a set of interviews that enabled them to really understand our situation. They subsequently focused the sessions to the specific needs of our […]
Virtual Training vs In-Person Training – Which is Better?
- Created by Jenny Powell
- on the 20 May, 2021.
When “life as we know it” ended last March and the world shut down, so did in-person training… With offices closed and everyone working from home, the choice was stark; either adapt to the world of virtual – and fast – or give up delivering any training for the foreseeable future (initially weeks, then months, […]
- Created by Jenny Powell
- on the 23 March, 2021.
We may have been training virtually but we’ve still been delivering internationally. Every country we’ve worked with in the last year…
We adapted from in-person to virtual training. This is what we learnt
- Created by Jenny Powell
- on the 17 September, 2020.
We’d talked about it, planned it, and sent all out the materials. We’d hired a well-appointed training room along with flipcharts, breakout rooms, and catering, all organised for the big day. There was even on-site parking. We were working with an ideal client, in an ideal environment, all set for two consecutive days in the classroom.
On March 23rd, the UK was locked down, and we could not deliver the training.
How To Manage Challenging Customer Conversations
- Created by Ben
- on the 21 May, 2020.
As the Covid-19 pandemic continues to have a serious impact on society, the economy you might be having more challenging customer conversations than usual.
How To Make Sure Your Team Doesn’t Forget That Brilliant Training
- Created by Jenny Powell
- on the 26 February, 2020.
Buying in training is a commitment, especially if you are a large, international company. There is so much to get right if the training is to be a success. You and your training supplier need to: Define the key learning outcomes. Involve key stakeholders across your various regions. Extrapolate client-specific examples and activities that will […]
Successfully Delivering An International Training Programme
- Created by Jenny Powell
- on the 10 July, 2019.
When a client asks you to design and implement a skills development programme to support the delivery of a business-critical strategy in nine languages across sixteen countries in Europe, how do you ensure its success?
John Lewis – The Rebrand And The Reality
- Created by Jenny Powell
- on the 27 September, 2018.
If you’ve been to the cinema, watched TV or read the newspapers, you may just have noticed – John Lewis has rebranded. Millions must have been spent on advertising as lavish as that normally reserved for Christmas. Paula Nickolds (MD) tells us we will find manifestos in shop doorways “explaining why you will get a different service from the […]