Contact Richard:   +44 (0)121 663 0223 +44 (0) 7703 355045

The difference between responding and reacting to angry customers

Have you ever been shouted out by an unprofessional or out of control customer? I look at the difference between responding and reacting to angry customers. Read more [...]

The value in learning to say No

The value in learning to say no and the consequences of saying yes -- to friends & family, clients and prospects -- when you really should have said no. Read more [...]

Is Your “Customer Service” About Your Customer Or Is It About You?

Is Your "Customer Service" About Your Customer Or Is It About You? Taking a look at a recent experience of "Customer Service" with Swinton Insurance. Read more [...]

Lessons from T-Mobile on how to convert a Raving Fan into an Active Critic

Looking at the lessons that I learned from T-Mobile on how to convert a Raving Fan into an Active Critic. Read more [...]

Give Them What They Want

Give Them What They Want. Making sure you listen and respond to the needs and requirements of clients and prospective clients. Read more [...]
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