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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 [...]

How to demonstrate business value to your clients

Do you know How to demonstrate business value to your clients? Or do your clients end up asking you the dreaded question "What are we paying you for?" 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 [...]
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