28
JAN
2016

How to run a customer call centre

These gems are based on a lifetime’s experience of call centres.  In recent experience, Waitrose, Sainsbury’s, Vodafone, Carphone Warehouse, Samsung and the RAC have all inspired me to put fingers to keyboard. 1        Always remember that the purpose of your call centre is...
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25
NOV
2015

Journalists: a suitable case for treatment

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Take a profession, any profession.  Say, plumbers.  It’s possible to assess plumbers on a number of criteria, including their competence, problem-solving skills, efficiency, and so on.  It’s also possible to assess them on their probity. Probity, definition:  “the quality of a...
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21
JUN
2015

Goslingitis

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I regret I have to inform you of a malaise increasingly taking a grip in Radio 4. This is goslingitis. In this incurable affliction, broadcasters turn into parodies of themselves.  It is a shocking and distressing condition, causing listeners in their droves to switch off rather...
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18
MAY
2015

Why try to motivate someone?

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Motivation comes from within. Therefore, trying to motivate someone else is usually a waste of time. (If the other person does seem to be motivated, ask if it was, in fact, anything  to do with you.  Just because B follows A doesn’t mean B was caused by A.) So why do people...
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20
APR
2015

Why don’t some people want to change?

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I was asked this recently by a colleague. He added, “And of course, we never truly know what drives the behaviours, unless they tell us.”  Well, we know what sorts of things drive them:  emotions and feelings, and thoughts and beliefs. I call this the behaviour cycle, and...
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16
APR
2015

How not to interview job applicants—1

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An article on the internet, How to not hire a dud: The killer interview questions every candidate should be asked *, suggests that there are some “killer interview questions” which “will help you to sort the wheat from the chaff, as well as highlight some of the signs that...
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13
APR
2015

Stop selling!—2: Be clear who it’s about

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If you hang around LinkedIn discussion groups that are largely patronised by Americans, you quickly learn of their taste for exaggeration.  Noone should aspire to merely being a “leader”, fine though that aspiration is.  We all have to want to be “Great Leaders”. If everything is...
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10
DEC
2014

A history of ideas

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Fifteen minute programmes have made a valuable contribution to the Radio 4 (R4) schedules over the decades, from Listen with mother to Letter from America. But the number of fifteen minute programmes has now increased unfeasibly. On Tuesdays there are currently ten of them:  One...
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01
DEC
2014

Branding—is there a point?

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A few common statements about branding: Brands are the messengers of trust Are they? What does this mean? How is it that the same brand can be trusted by some and not by others? Examples: all brands belonging to businesses that avoid paying their fair share of UK taxes and/or...
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17
OCT
2014

«No problem» is a problem

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I am engaged in a protracted discussion with Carphone Warehouse (CPW) and its suppliers, Vodafone and Samsung.  Frequently, when I am about to conclude yet another protracted call to one of their call centres, the person at the other end says, “No problem”. Well, it is ...
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