by Graham | Feb 20, 2013 | Customer service, Opinions
It occurred to me the other day that employee engagement may be at the heart of the malaise that is destroying the retail businesses on the British high street. I may be in my fifties and seen as old-fashioned by some people, but the truth is that there are more... by Graham | Feb 11, 2013 | Customer service
During my twenty years in front-line customer service roles, I always felt as if I was fighting a battle with my managers to get the resources I needed to deliver great service to my customers. It seemed to me that none of the people who were responsible for me really... by Graham | Jan 17, 2013 | Customer service
I was Skyping with a friend on the other side of the U.K. this morning. My friend is currently working in a fast food restaurant while looking for a job in H.R./Learning and Development, having recently completed a masters degree in Human Resources Management. While... by Graham | Jan 15, 2013 | Customer service, Opinions
It struck me over the past week that I may have been over-critical of mamagers in my writing last year. I have to realise that not everyone is like me! However, a couple of stories I heard recently illustrate the point that managers need help too. Late in 2012, I met... by Graham | Nov 30, 2012 | Customer service, Opinions
I have been thinking today about why I got involved with the Engage for Success movement. It takes me back to when I was a member of front line staff on the railway, trying to deliver a service to customers when all the odds were stacked against the front line team.... by Graham | Nov 27, 2012 | Activities, Customer service, Opinions
Yesterday, I had the pleasure of attending the launch event for Engage for Success, the initiative that is aimed at getting the U.K. economy growing again through employee engagement. Leaving aside my incredulity that anyone who runs a business would think that... 