Contrasting Experiences

I have never before written two blog posts in the same day, but today I have been moved to do so. I went to the Harvester restaurant in Alwalton, Peterborough, today for lunch with my great friend Emma Savage, a Travel Counsellor who is as passionate about great...

The Trouble With ‘Undercover Boss’

I have been watching the television show ‘Undercover Boss’ for several years now. CEO of well-known company dons uniform, overalls and disguise and goes and works in the front line of their business for a few days. They invariably discover that their front...

Customer Service Training Awards 2013

Last Friday, I had the privilege of being a judge at the 2013 Customer Service Training Awards, organised by the Customer Service Training Network. I have been a member of this organisation for a couple of years, and this was the first time I have been able to be a...

Is Change Too Slow?

I can honestly say that I bought in to the link between employee engagement and customer service more than fifteen years ago. I didn’t know that was what I was doing, but I now know that it was. I worked for a business where the vast majority of employees were...