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Customer diversity – one size does not fit all

Whether you are working in a customer-service call centre serving a global audience, or staffing the customer service desk in a local retail store, you will most certainly be working with a broad range of customers. You will encounter different languages, cultural backgrounds, age groups, genders, and communication styles. Almost everyone you interact with will [...]

Use power to change the game

Power is said to pervade all facets of negotiation. Indeed, the very idea of negotiation intuitively conjures images of power contests and tough bargaining. Going into a negotiation with someone who holds more power than you do can be a daunting prospect.  Whether you are asking your boss for a new assignment or attempting to [...]

Channelling Energy for Inspirational Leadership

Most of us respond to rising demands in the workplace by putting in longer hours, which inevitably take a toll on us physically, mentally, and emotionally. That leads to declining levels of engagement, increasing levels of distraction, high turnover rates, and soaring medical costs. The core problem with working longer hours is that time is [...]

Personality of effective customer service people

Here’s an example of a typical online recruitment advert: “1-2 years customer service experience; must have excellent telephone etiquette; must be computer literate; must be a people-person and well-spoken; well-groomed. Matric certificate.” Call centres and customer service positions are notorious for their turnover rates. With recruitment adverts like this, it is little wonder that companies [...]

Enhance your Message using Gestures

Some years back, I was asked to give a presentation on Camping and Caravanning in South Africa at an International conference of roadside assistance clubs which was held in Edinburgh, Scotland. I had not had any training whatsoever and practiced going through my PowerPoint presentation over and over again. I was horribly nervous, felt literally [...]

Dealing with conflict in a team

As a leader-manager, it’s impossible to shy away from conflict within a team. Since everyone is an individual, everyone cannot agree on everything 100% of the time. Because of this, some sort of conflict is inevitable. Luckily, conflict is a great source of information and can actually result in more satisfied, productive employees after the [...]

Thoughts on a new year

Oh no, you’re probably thinking. Not another blog on making new year resolutions, turning over a new leaf, cleaning up my act and so on. But stay with us… Since the new year traditionally symbolises the birth of hope and renewal of life, many of us do choose this time to decide to change to [...]