The Three ‘C’s of Classic Customer Care

Over the years Stratus has delivered many successful customer care workshops but what is the real secret? There is plenty of debate around what people want from excellent customer service but we feel it boils down to three basic requirements. Give your customer the three things they want more than anything else – Control, Choice and Contribution. Great sentence – what does it actually mean? Control The ability to affect the outcome of a situation or event in a way that brings…

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Pea-Brain Thinking

Trainers are only human – I know … can you believe it? So they suffer from the same adrenalin rushes, brain-freeze and performance anxiety as anyone else, especially if they are relatively new to the role. The more seasoned performers have simply managed to channel their nervous energy in a different direction. Why the nerves? Your hypothalamus is the gland in the brain (around the size of a pea) which receives danger information from the brain. But unfortunately, it is unable to…

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Should you be Certified?

Certification (or not) of programmes and workshops creates lively debate amongst the training fraternity. Often there is a degree of self-interest – if you deliver a certified programme you will certainly highlight the benefits to the end user – that way you get more work. If your content isn’t dependent on an examining board you will probably argue the opposite. So you will have a bias – consciously or unconsciously. Objectively – it should simply be about what you need out of…

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