by Graham | Nov 15, 2012 | Customer service, Opinions
Last night I got into conversation with a young lady I was sitting next to on the train home from London. It transpired that she had been on a course in London with her employer, and was based in Leeds. Being a trainer myself, and also an inquisitive person, I asked... by Graham | Nov 12, 2012 | Activities, Opinions
A few months ago, I heard David McLeod speak at one of Derek Williams’ ‘The WOW! Awards events in London. What he said about the enablers of employee engagement piqued my interest, as I worked for a company back in the 1990’s where I, and the... by Graham | Nov 9, 2012 | Activities, Opinions
Many of my fellow learning and development professionals have spent the past three days at the CIPD 2012 conference and exhibition in Manchester. I just made it up there for the last day. Reading some of the blog posts from those who have been there, I have been... by Graham | Oct 30, 2012 | Customer service, Opinions
Thirty-nine years ago, I served my first customer, working behind the bar of a pub in West London. I had taken the live-in job, aged 17, to escape from my fundamentalist Christian family and the cult I was being brought up in. I had no intention of going into a... by Graham | Oct 26, 2012 | Customer service
This morning I went to a regular haunt of mine for breakfast. It’s a branch of a large company, and their full English breakfast (something I treat myself to now and then) is excellent value, and consistently good quality. Usually, the people working there are... 