Mary Gober is internationally-acclaimed as one of the most dynamic forces in customer service culture development today and her expertise and knowledge in this field are world class... More →
West Mercia Constabulary – Case Study
“We needed to be more customer-focused, to recognise the needs of the caller and respond accordingly. We were too concerned with handling calls quickly to meet our targets, sometimes at the expense of quality. We needed staff to manage calls in a completely different way and to interact with customers more fully.”
Read more →Positivity vs. Negativity
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..?
Read more →Mary Gober’s Clinic – The 2nd Paycheck
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…
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“As a business, we started using the Gober Method way back in 2005 and still use it today to drive great service within LeasePlan.”
Matt Cranny, Change Management & Service Improvement Director
