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. The five day course is highly interactive and is accredited by Qualifi. To deliver great service needs both passion and self belief. This programme provides both.

For further information, visit the British Management Training Group or contact Complete Performance.

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

Click here to download the PDF and read more.

The facts:

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.

The ‘Income multiplier effect’:

A customer comes into a leisure centre which was built last year.

The centre is trying to build up its customer base. It employs 50 staff, part time and full time, who haven’t received much training in customer service and complaint handling.

The customer asks about booking a squash court for later that day. He doesn’t get a positive reply and the receptionist’s attitude is very much ‘take it or leave it’. He shrugs and walks away.

How much has the centre lost in potential revenue?
- £5.00 primary spend – the price of a squash court
- £5.00 secondary spend – a drink, sandwich, possibly a swim, etc
- £500.00 potential membership fees

He will tell at least seven people about his bad experience so £510 x 7 = £ 3,570.

It is easy for a small amount of lost income to multiply to dangerous proportions.

Listen to your customers, they can improve your business if you listen to them, ignoring their complaints could destroy your business… Your choice!!

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?

Try this simple QA sheet, score yourself and decide what you are going to improve. But remember nothing stands still, it could be different next week!

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.

“Nick aims to bring out the best in every participant, by tapping into our strengths and motivating us to be the best we can be. He respects the views of participants and shows that he is willing to help us throughout our service excellence journey, not only in the course but even after the course.”

“Speaker Nick Bishop not only professional but is talented on delivering the material in such a way the participants can absolutely apply in the world of customer service. The rich examples he has with the topics makes it easy to understand on what he is delivering . His wide knowledge should be utilised to reach as many participants as possible so as most people get benefits from being on his courses.”

“The enthusiasm and passion the speaker brought to the topic was awesome.”

“The speaker has got greater knowledge, skill and experience on the topic and that immensely contributed to providing me with exactly what I needed.”

“I thought his overall friendly and comfortable personality had significant impact as he motivated continuous interaction with the audience.”

“Nick Bishop is brilliant and smart .He knows his work and is a good speaker. He speaks clear and you understand from everything. I recommend any company to come and listen to him or invite him anytime. He’s the best.”

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.

The programme will be interactive and after a successful completion and end assessment, delegates will have have a number of benefits that come under the IAPM Academy.

IAPM and course content

I can’t is easier than I can …..but why? For this fine dancer no such meaning of I Can’t!

Life is full of challenges, and it’s how we tackle those challenges that determine the person we are. We have choices in life, for some it’s acceptance while for others it’s to fight the norm or the expectation. We are fortunate to have those people who create moving examples to allow others to find belief and to follow …….but imagine if you were the one that created the inspiration for others to follow! It can be any number of things…It does not need to be dancing quite like this.

Almasalsera

What special thing are you going to do today?

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.

Call Britannia are an outsource Customer Management Contact Centre with a difference – providing jobs for the long-term unemployed and those with barriers to work.

It’s an ideal match with Complete Performance Director Nick Bishop having experience in the UK and overseas of developing new centre’s and training unemployed people with the skills and passion to become successful in new roles, the link with an existing and successful brand is obvious. Although in its infancy, a tailored proposition is in hand and discussions with a NW college taking place.

The Call Britannia services and proposition.

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 someone would ask him how he was doing, he would reply, “If I were any better, I would be twins!”

He was a natural motivator. If an employee was having a bad day, John was there telling the employee how to look on the positive side of the situation.

Seeing this style really made me curious, so one day I went up and asked him, “I don’t get it! You can’t be a positive person all of the time. How do you do it?”

He replied, “Each morning I wake up and say to myself, you have two choices today. You can choose to be in a good mood or … you can choose to be in a bad mood. I choose to be in a good mood.”

Each time something bad happens, I can choose to be a victim or…I can choose to learn from it. I choose to learn from it. Every time someone comes to me complaining, I can choose to accept their complaining or… I can point out the positive side of life. I choose the positive side of life.”

“Yeah, right, it’s not that easy,” I protested. “Yes, it is,” he said. “Life is all about choices. When you cut away all the junk, every situation is a choice. You choose how you react to situations. You choose how people affect your mood. You choose to be in a good mood or bad mood. The bottom line: It’s your choice how you live your life.”

I reflected on what he said.

Soon hereafter, I left the Tower Industry to start my own business. We lost touch, but I often thought about him when I made a choice about life instead of reacting to it.

Several years later, I heard that he was involved in a serious accident, falling some 60 feet from a communications tower. After 18 hours of surgery and weeks of intensive care, he was released from the hospital with rods placed in his back.

I saw him about six months after the accident. When I asked him how he was, he replied, “If I were any better, I’d be twins…Want to see my
scars?”

I declined to see his wounds, but I did ask him what had gone through his mind as the accident took place.

“The first thing that went through my mind was the well-being of my soon-to-be born daughter,” he replied. “Then, as I lay on the ground, I remembered that I had two choices: I could choose to live or…I could choose to die. I chose to live.”

“Weren’t you scared? Did you lose consciousness?” I asked.

He continued, “the paramedics were great. They kept telling me I was going to be fine. But when they wheeled me into the operating theatre and I saw the expressions on the faces of the doctors and nurses, I got really scared. In their eyes, I read ‘he’s a dead man’. I knew I needed to take action.”

“What did you do?” I asked.

“Well, there was a big burly nurse shouting questions at me,” said John.

“She asked if I was allergic to anything.’

Yes, I replied.’

The doctors and nurses stopped working as they waited for my reply. I took a deep breath and yelled, ‘Gravity’.

Over their laughter, I told them, “I am choosing to live. Operate on me as if I am alive, not dead.” He lived, thanks to the skill of his doctors, but also because of his amazing attitude.

I learned from him that every day we have the choice to live fully. Attitude, after all, is everything. “Therefore do not worry about tomorrow, for tomorrow will worry about itself. Each day has enough trouble of its own.”

Matthew 6:34.

After all today is the tomorrow you worried about yesterday.

You have two choices. Be brave!  

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.

High Morale is the Great Exaggerator

When an entire team is positive and all the players feel good about themselves, everything seems good.

High Morale is the Great Elevator

When a team possesses high morale, the performance of its people goes to an entire new level. The team focuses on its potential, not its problems.

High Morale is the Great Energizer

High morale gives team energy… players become like the energizer bunny!

High Morale is the Great Eliminator

Because of the momentum and associated energy, everything but significant obstacles become irrelevant

High Morale is the Great Emancipator

Winning creates breathing space, to provide the freedom to try new ideas.

Sometimes it pays to reflect and consider on a range of issues outside your standard KPI: Get the behaviours right, light the blue touch paper and watch the business come alive. When did you last reflect on the emotional temperature of your team?