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Employee engagement is a workplace approach resulting in the right conditions for all members of an organisation to give of their best each day, committed to their organisation’s goals and values, motivated to contribute to organisational success, with an enhanced sense of their own well-being. Employee engagement is based on trust, integrity, two way commitment […]

Making Customers Happy Making Customers Happy – The belief that saying “yes” and giving your customer what he wants will automatically make a happy customer is an easy trap to fall into. It doesn’t always work that way. For example, let’s say you visit your local post office and you get exactly what you need

Mystery Shopping Can Help Customer Service Mystery Shopping Can Help Customer Service – One very effective way of finding out exactly how your staff treat your customers is to carry out a mystery shopper exercise. This means that you, or someone  appointed by you, adopts the role of a customer to ascertain how your staff