I must admit to listening to Classic FM on the way into work and back home again. I used to listen to the news on Radio 4 and found that I would get wound up by whatever the main story was that day. The format of generating an argument between two opposing camps wore me … Continue reading Unfolding plans 154 – Making some noise
Unfolding plans 153 – men or women
The presentations at the Women in IT event that SOCITM launched were great. There were lots of similar stories that reminded the audience, if it needed to be reminded, that the job of getting true diversity in the IT industry is far from over. I covered most of what went on in a previous blog … Continue reading Unfolding plans 153 – men or women
Unfolding plans 152 – taking stock
Friday is always a good day to take stock. Today is day five of National Customer Service Week and so it’s a great opportunity to think about what has happened. It was not just ICT Services that got involved. Social Care Direct, Transport, First Contact, Customer Services (of course), Neighbourhood Services, Highways, Regeneration and Economic … Continue reading Unfolding plans 152 – taking stock
Unfolding plans 151 – Employee engagement and culture
This week is flying by. It’s day four of National customer Service Week already. I’m still wearing my Institute of Customer Service badge (with pride) even though I’ve changed jackets since yesterday. Today’s theme is employee engagement and culture which is perfect as we’re having our second day of our Lean Start-Up training. The group … Continue reading Unfolding plans 151 – Employee engagement and culture
Unfolding plans 150 – Wear your badge
Day three of National Customer Service Week. I’m cheating a bit today as I’m not involved in any specific event to celebrate the week and so I’m going to talk about what I got up to yesterday afternoon. Having said that, focussing on customers should be and is a constant activity. Peter told me that … Continue reading Unfolding plans 150 – Wear your badge
Unfolding plans 149 – Customer complaints
Day two of National Customer Service week and the festivities are well underway. Today’s themes are Customer Complaints and MOT. I think the MOT idea was one of our own where a small team of people descend upon a part of the wider organisation to help solve issues and identify learning opportunities. I know it’s … Continue reading Unfolding plans 149 – Customer complaints
Unfolding plans 148 – Know your customer
So, it’s day one of this year’s National Customer Service Week. I’ve already told you what our plans are but like the best laid plans of mice and men I haven’t got off to the greatest of starts. Perhaps that’s a little unfair. I had planned to go down to Durham to meet up with … Continue reading Unfolding plans 148 – Know your customer
Unfolding plans 147 – What have you planned for National Customer Service Week?
I covered this in Unfolding plans 106, some seventy five days ago, and here it is. The first week in October has arrived already, the time we set aside to recognise and celebrate our customers. Time is really flying. National Customer Service Week has come around again. It doesn’t seem like five minutes since the … Continue reading Unfolding plans 147 – What have you planned for National Customer Service Week?
Unfolding plans 146 – Simplicity
Life is complicated. The more I think about it the more complicated it becomes. It seems as if complexity is an inherent part of the way the world works. It’s that second law of thermodynamics again. It states that (forgive me for I paraphrase) ‘In any closed system the amount of usable energy is always … Continue reading Unfolding plans 146 – Simplicity
Unfolding plans 145 – Video kills
Video was never my medium. It just doesn’t work for me. I fluff my lines and get all tongue tied. I’m more nervous on video than with any other format. I don’t know why, perhaps it is the permanence of it all. I think I get hung up on how I’m coming across rather than … Continue reading Unfolding plans 145 – Video kills
Thoughts from a Guerrilla Worker 