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In our latest 3-part miniseries we take a look at customer service and the role it is playing in enabling organisations to thrive now and into the future. As more service experiences are becoming automated or augmented with eg AI-enabled chatbots, the human is fast becoming the premium service differentiator. So how can we maximise every moment when providing a service experience with a customer, client, patient, passenger, student or internal stakeholder?

This first episode takes a fresh look at the decades-old thinking around customer service. We explore what the growing world of neuroscience can show us makes the difference when one human interacts with another in a service scenario. We’ve coined the phrase ‘neuroservice’ and shares top tips to bring this to life for tangible results. From the link between touch and value-perception, to the role imagination plays in creating intrigue and commitment.. let’s be inventive in our approach to service experiences. Now is the time to maximise our human edge in ourselves and our customer-facing teams.

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We mark the mid-year point with a reminder of the power of taking a moment to pause, process and reflect on the past 6 months to set up well for the next. A good listen any time of the year, we also explore the benefits of processing for a team on the lessons learned, rather than leaping from one task to the next. We hear a round-up from this years guests so far with the secrets they wanted to share with us all. The Stoics practised the art of 'savouring' our past successes as a way to boost confidence, endurance and energy to face the future challenges and opportunities.

Curious for more? Check out our relevant past episodes:

180. Learning Prepares Us For the Future
136. Mid-Year Maintenance Check with guest Matt Vale - a physical wellness lens
97. Summer School: G is for Growth Mindset
69. Self Motivation: Shift Your View

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In this final part of our 4-part focus on Maximising Human Touch we take a practical look at how to unlock moments of connection. In a time-poor world, being listened to has even more premium and is the most powerful way to connect with people during uncertainty and transformational change. Making the simple shift from telling someone what to do, to asking them what they would like to do is probably the easiest way to get into the habit of coaching.

We share simple ways to bring a coaching approach to life whether it be professional, parenting, partnering or friendship role. It also gives a way to gently steer conversations away from negativity and pessimism as coaching is all about enabling and empowering people to think about what might help them in that moment.

A useful listen for anyone looking for practical tips to bring coaching to everyday practice, or a healthier way to handle the impact of others if they are immersed in lots of change and disruption.

Curious for more? Here are some of our relevant episodes:

Ep. 66 The Gift of Attentive Listening
Ep. 94 Everyday Coaching Skills
Ep. 121 Team Empowerment Through Delegation