Blog Articles for October 2014

Oct 27th 2014
Oct 20th 2014

Everythings Good – Got no Problems

Many organisations wonder why their improvement efforts seem limited and their teams show little engagement in the initiatives. This is often due to the poor cultural development of the organisation….a culture that perhaps suppresses the willingness of people to communicate the fact that they have problems.… Read more

Oct 13th 2014
Oct 6th 2014

The ‘Moments of Truth’ in Customer Service

The true ‘personality’ of an organisation is revealed during what are known as the ‘moments of truth’. Moments of truth are emotionally charged instances such as a lost credit card, an emergency flight booking or repairing a recently bought expensive electronic gadget. … Read more