As both the author and lead Speaker for the Advanced Certificate in Customer Service Excellence (ACCSE™) course which received great acclaim in South Africa, Nick will be delivering this programme both in the UK and overseas.

It starts with creating an environment where staff have the belief and not just the opportunity.

One unhappy customer tells 10 to 15 others about their bad experience. If it’s really bad they’ll tell the whole world. For every complaint that could be made, around 20 people don’t bother. This means 20 lost opportunities to improve your business.

If you handle a complaint badly or with a ‘couldn’t care less’ attitude or, worse still, if you hide behind the ‘rule book’, you will lose that customer for good. You can’t afford to lose even 50p because this will mount up according to something known as the multiplier effect.

Managing a team is challenging at the best of times, while it is hoped that they are all working with a shared sense of purpose, they will all have a variety of drivers and emotional needs. How well do you know your team and how well are you both managing them and getting feedback from them?

We are delighted to have completed the successful delivery of a 5 day course on behalf of the International Academy of Project Management for the African Management Corporation.

Complete Performance and Nick Bishop delivered the five day course having also designed and built the programme for the client specifics.

Delegates attended from a variety of sectors and covered South Africa, Zimbabwe, Namibia and Tanzania.

After an approach from The International Academy of Project Management, a new five day course has been created “Delivering World Class Customer Service” with the first programme in S.Africa, w/c 24th October.

‘I can’t’ is easier than ‘I can’ …but does it have to be? For this fine dancer no such meaning of ‘I can’t’.

Complete Performance is delighted to form a link with Call Britannia to help to plan a North-West version of the existing Croydon business centre and Head Office.

We choose our attitude …Which one do you choose ?

John is the kind of guy you love to hate. He is always in a good mood and always has something positive to say.

When a team is winning, morale is high…And if morale is high, the team is in a position to win but what comes first?

High morale or winning? Most likely high morale, because high morale magnifies everything positive that is happening in the team.