End Hiring Nice People for Customer Service: How Character Beats Pleasantness Every Time Let me share something that will probably annoy every HR person who sees this: recruiting people for customer service based on how “pleasant” they appear in an meeting is part of the largest blunders you can do. Nice gets you nowhere when…
Why Your Client Relations Team Keeps Disappointing Even After Endless Training Not long ago, I was stuck in yet another mind-numbing customer service conference in Perth, enduring to some expert drone on about the value of “surpassing customer requirements.” Typical talk, same tired buzzwords, same absolute gap from reality. I suddenly realised: we’re approaching customer…
Allow me to reveal something that’ll probably get me expelled from the learning sector: the vast majority of the learning programs I’ve been to over the past twenty years were a complete waste of time and funds. You know the kind I’m describing. You’ve experienced this. Those spirit-killing workshops where some overpaid speaker swoops in…