Posts tagged ‘Consulting’

September 9, 2013

One Eared Customer Service

by newchapterlearning
The one eared approach to customer service.

The one eared approach to customer service.

It’s often quoted that we have two ears and one mouth so that we can listen twice as much as we speak. Why is it then that some customer service providers aren’t making use of their ears to best effect with their customers?

I am becoming increasingly frustrated by service providers asking me to repeat myself. It’s annoying enough to be passed from pillar to post when dealing with call centres and having to repeat my query over and over without having an individual server not listening properly and then asking me to repeat what i’ve already said.

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August 18, 2013

Van Gogh style Evaluation

by newchapterlearning

van gogh evaluation

It’s often quoted that we have two ears and one mouth so that we can listen twice as much as we speak. Why is it then that some training providers aren’t making use of their ears to best effect with their learners?

As a relatively new business, I am becoming increasingly frustrated by training providers who are delivering training targeted at new start up businesses, but who, whilst they clearly have experience and expertise in running businesses themselves, don’t have the same expertise in transferring that knowledge to learners in the most effective way.

It may be that their lack of experience in the training environment means that they are unaware of how to conduct training evaluation or perhaps they are afraid of getting any negative feedback or how to progress their course on the back of any feedback they receive – who knows.

Asking the right questions are the ideal way of enhancing your courses. It’s only by evaluating the learner experience and the ongoing impact of the learning, that we can learn how we can make our courses even better.

I appreciate that we all have busy lives and often have a multitude of things on our mind, but undervaluing the benefit of evaluation can have a detrimental effect, especially on small training businesses who rely on repeat business from an existing client base.

Show your clients and delegates that you care about the quality of the training you deliver. Let them see that their opinions matter, tell them how you’re continually improving your courses and then not only will they come back for more, they’re more likely to tell other people about your quality ethos too. That’s the power of evaluation, win-win. 

New Chapter Learning are a UK training consultancy who specialise in supporting the training industry to deliver quality learning solutions. 

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August 10, 2013

Customer Service – that’s not my job!

by newchapterlearning


Whose job is it to deliver customer service exactly?

When asking people to consider the question of responsibility around delivering customer service, it can be all too easy to see the delivery of customer service to be the remit of only those staff who have direct contact with customers. This is a very simplistic view of what customer service is all about.

A traditional clock serves the purpose of telling the time. However, the only element of the clock to do this is the face of the clock itself. How effective would the clock be if the cogs that turned the hands were broken, or the battery was dead?

It’s the same with customer service. The members of staff who face into the customer directly have a key role to play in the delivery of great service. They are the face of their business. However, without efficient processes and people to support those same staff in delivering to the customers needs and to support the efficient working of that business, then the overall customer service would very soon be degraded.

If you’re not already in a direct customer facing role ask yourself this question – how do I deliver customer service?

And I’m sure you’ll find you’re one of those all important cogs making sure your business is telling the right time!

New Chapter Learning – Giving Your Customers a Reason to Love You.

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