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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

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In this third episode of our 4-part focus focusing on Maximising Personal Touch we look at how to bring a human edge to sales and customer interactions in an increasingly automated world. We discuss the value of positive mindset, behaviours, and using the skills to build relationships and provide exceptional service. We share top tips for active listening, effective questioning and creating momentum in sales conversations. We also discuss the different personality types and the importance of adapting and flexing to meet the needs of others.

We give practical advice on the BIDs questioning technique and the power of listening and building relationships. As well as gathering information and understanding needs, its an effective way to build relationships based on trust. A good listen for anyone wanting practical tips on encouraging repeat business and customer loyalty - or who wants a reminder on the human skills that underpin selling success.

Curious? Check out our previous relevant episodes:
Ep. 93 Hybrid Presentation Skills
Ep. 108 The Power of Storytelling to Connect
Ep. 116 Relationships Last Longer Than Emails

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In this second episode of our 4-part focus focusing on Maximising Personal Touch we look at how to think clearly when faced with complicated situations.

Many workplaces are demanding quicker and deeper levels of innovation, focus, creativity and problem-solving. As Apple unleashes AI in 1 billion smartphones across the planet (reported 11 June 2024), what role human thinking in the ever changing world of work now and into the future? We explore practical tips for looking after your ability to think clearly (use it or lose it) and strategies for helping self and others to process information to apply accurately and flexibly.

A good listen for anyone who wants to think clearly through overwhelm, or take a colleague or team through some practical exercises that enable us to simplify complicated situations. As AI powers up around us, remaining empowered in our ability to think and bring our human edge to a situation is vital for personal wellness, team morale and industry confidence in how we navigate these new human/machine pathways ahead of us.


Curious? Check out our previous relevant episodes:
Ep.165 The Stoic Approach to Success During Times of Change
Ep. 172 Making In-Person Moments Count
Ep. 176 Protecting Yourself and Others From Burnout

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In this first episode of our 4-part focus focusing on Maximising Personal Touch we look at how to balance the tasks we complete with the impact we create.

In a world that is becoming increasingly automated, and Artificial Intelligence now an everyday term we explore how to remain empowered, confident and making time for the human moments where we bring our personal touch to the interaction.

Whether client, patient, customer, student, colleague, contact or friend - it is the personal touch that makes the difference. We explore the 3 Human Edge skills that enable the personal touch moments to happen. Not only benefitting our roles right now, but also our health and wellbeing for the future too. We are human beings, not human doings, and how we work today serves as a lesson or a warning for future generations.

We share simple everyday tips for creating personal touch moments: etiquette, engagement and empathy.

Curious? Check out our previous relevant episodes:
Ep.125 Engage With Everyday Collaborative Conversations with Dr Trudi Taylor
Ep. 123 Connect With Caring Conversations
Ep. 116. Relationships Last Longer Than Emails
Ep. 95 Positive Impact and Influence: Relationships and Reputation

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In this final episode of our 5-part series on Redefining Careers, we are thrilled to welcome Siobhan Anderson, who shares her inspiring journey of overcoming academic self-doubt through mentorship and skill enhancement. Siobhan's experiences emphasise the importance of self-belief in addressing academic gaps and leveraging work experience. We explore how continuous professional development and nourishing relationships can propel your career forward. In a world that is becoming increasingly automated, meeting a wide range of people keeps our options open and all the research shows the mental health benefits of regular quality human interactions.

Authenticity is at the core of building enduring professional networks based on genuine connection. Siobhan shares her tips for overcoming self-doubt to open up opportunities. We delve into the crucial role of supportive home networks and offer practical advice for those without such backing or who are working in remote or hybrid work settings. As we close this series, we set the stage for our next topic on balancing technology with human touch in an AI-driven world.

Curious? Check out our relevant past episodes:

Ep. 164 Knowing Your Worth, Defining Your Intangibles
Ep. 157 Making a Mid-Life Career Shift - with guest Damien Hoadley-Brown
Ep. 140 Keeping An Optimistic Mindset
Ep. 53 Power Up Your Networks - with guest Marina Gask

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This fourth episode in our Redefining Careers series looks at the benefit of reframing how we look at our day to day to track how we are developing our skills. Like how fitbit-type trackers have transformed how we view our daily physical activity through monitoring data e.g. step count, there is a parallel when we apply this to our professional activity. It enables us to view 'the hassle of having to walk up the stairs' to being of benefit to our body and therefore shifts our mindset in that moment which lifts our sense of wellbeing.

Setting up a 'skills fit-bit' enables us to view 'the hassle of having to talk to all these stakeholders' to being of benefit to our career options and therefore shifts our mindset in that moment which lifts our sense of confidence and empowerment. Nothing complicated - simply taking a fortnightly check-in on your skills-count and a quarterly check-in on your skills/time priorities can transform how we view our current day to day. Sometimes the benefit of the difficult work days are not realised until years later when we see how useful that skill or experience was in enabling us.

Curious? Check out our relevant episodes:

Ep.154 Supercharge Your Development With a PDP (a practical how-to)
Ep.167 Keeping Optimistic During Challenge
Ep. 162. Owning Your Success Story
Ep.155 When Familiarity Breeds Contempt - Keeping The Spark In Long Service