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Service 2020: Megatrends for the decade ahead

THIS RESOURCES ARTICLE WAS POSTED ON 08 SEP 2011

Service 2020: Megatrends for the decade ahead is an Economist Intelligence Unit report, sponsored by BDO. It draws upon two primary inputs:

• A wide-ranging survey of 479 business leaders in Europe, the Middle East, Africa and Asia Pacific, spanning all industries and all revenue brackets. All respondents were in management functions, while over half hailed from the C-suite or board level.
   
• Interviews with eight experts and executives representing various industries.

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Manchester Made it Easy Meeting Minutes

THIS RESOURCES ARTICLE WAS POSTED ON 28 OCT 2010

The Manchester Made it Easy Forum in October 2010 took place at Manchester Art Gallery. The presentations are available to download here.

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£1,000 Leadership and management training grants available

THIS RESOURCES ARTICLE WAS POSTED ON 12 JUL 2010

One Life 2 Live is a training and coaching company specialising in personal development programmes as well as working within the fields of Neuro-Linguistic Programming and Somatics.

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Manchester Made it Easy - Summer 2010

THIS RESOURCES ARTICLE WAS POSTED ON 02 MAR 2010

The Manchester Made it Easy group met at the Midland on February 26th to move the plans for Manchester in August 2010 forward. The presentation is now available for download here.The Awesome Summer City Adventure 2010; Can it be done?

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Walt Disney Resort - The Walt Disney Look Handbook

THIS RESOURCES ARTICLE WAS POSTED ON 09 FEB 2010 BRIEFINGS

Since the Disneyland Park opened in 1955, our guests have treasured the elements that set our Disney theme parks and resorts apart – the cleanest venues, the friendliest Cast Members and the most exceptional show.

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Disney appearance standard

THIS RESOURCES ARTICLE WAS POSTED ON 01 FEB 2010 SUPPORT,  DOWNLOADS

If you are considering an appearance standard for your staff, it is worth looking at the Disney standard.

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Body Language!

THIS RESOURCES ARTICLE WAS POSTED ON 01 JAN 2010 DOWNLOADS,  SUPPORT

Looking to improve your face to face service?

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Customer Service Manager

THIS RESOURCES ARTICLE WAS POSTED ON 01 JAN 2010 SUPPORT,  DOWNLOADS

The Customer Service Manager website has a good collection of customer service related articles.

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Free Book: The 6 Laws Of Customer Experience

THIS RESOURCES ARTICLE WAS POSTED ON 01 JAN 2010 SUPPORT,  DOWNLOADS

We're pleased to recommend "The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers." which is a free book by Bruce Temkin available online.

www.experiencematters.wordpress.com

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Further reading: HR support

THIS RESOURCES ARTICLE WAS POSTED ON 01 JAN 2010 SUPPORT,  DOWNLOADS

There are a series of useful links surrounding HR issues at The Low Pay Commission website.

http://www.lowpay.gov.uk

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Further Reading: Nail Customer Service

THIS RESOURCES ARTICLE WAS POSTED ON 01 JAN 2010 SUPPORT,  DOWNLOADS

When you do a good job of fixing a customer service problem, you often earn more customer loyalty than if there had been no problem. An article entitled Nail Customer Service from the Harvard Business School.

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Further Reading: The Pschology of Anger

THIS RESOURCES ARTICLE WAS POSTED ON 01 JAN 2010 SUPPORT,  DOWNLOADS

An interesting article about dealing with angry customers.

www.myragolden.com