Mary Gober International

How consistent are you in conducting your regular 1:1s? Are they positive, lively and motivational conversations that hone skills and shape the right attitudes for excellent performance and achievement? We all know how vital 1:1s are to keep the coaching and performance tracking channel open between managers and every individual on their team.

If the customer service experience in the UK is so negative, how do we, as customer service leaders and managers, inspire positivity in our teams? Is it possible to engender positivity in a somewhat demoralised workforce, constantly under criticism, to create a change and improvement in the quality of customer service it offers?

My answer is a resounding ‘yes’. How..?

A year ago my family faced a major decision: how to care for my aging and ill mother. Living alone in the family home, far away from us, was no longer possible.

Reluctantly my mother and I agreed that she should move to an Assisted Living Residence in her home state of Florida. Her wonderfully supportive doctor recommended three homes, and we set out to visit them…