Entries by BVS

Building a culture of accountability (whitepaper)

In December 2021 we surveyed our clients and contacts, receiving 192 responses across a wide range of roles, industries, and European nationalities. Respondents commented on 7 simple statements. Some excerpts and the results of the survey are below. If you are interested to read the full whitepaper, you can download it here. What is accountability? […]

Book review: The happy mind

Before I read the book “The Happy Mind”, by Kevin Horsley and Louis Fourie, I already knew that happiness comes from the self and that the building blocks of happiness are things that have no physical form. Things like love, acceptance and beliefs are what give or take away happiness – ultimately.

How experienced presenters do it

There are presenters out there who seem to have it all. They speak, the audience listens. They make a joke, the audience laughs. They don’t umm, they don’t ahhh, and they speak clearly, sharing their message and reinforcing it just enough throughout.

The business of apologizing

During my time working for a global IT helpdesk, I received more than fifty calls on an average day. We were the first point of contact for the client’s 110.000+ employees, who called us with questions about just about anything to do with IT.

TED talks on motivation and leadership

This week’s post was meant to be about customer service skills. Once I had my initial ideas on virtual paper, I started searching online resources. Very quickly and inevitably I ended up on TED.com and almost an hour later, I was still watching videos, no longer anything to do with customer service. My post was […]

Dealing with change

Change management is an integral, complex and necessary part of business. Companies most likely to be successful in making changes are the ones that see change as a constant opportunity to evolve. But the word ‘change’ means and implies a lot of things to the people involved: uncertainty, different, unknown, uncomfortable, etc. The truth is […]

Tools for teams

High-performing teams do not spring into existence simply by giving a bunch of people a common goal. Putting together a team is easy, but making them perform to the best of their abilities is something else altogether. Having a successful team is not something that will ‘fall into place’ either – no, not even if […]

Are unnecessary barriers to blame for your low CSAT score?

Customer satisfaction measures how the products and/or services you supply meet or exceed customer expectations Free Download Customer Satisfaction (CSAT) is based on a series of impressions that the customer has of your service. It doesn’t just refer to the communication skills of the employees who deliver the service. Customers form opinions at every point […]

Storytelling in presentations

What makes a presentation memorable? I think you’ll agree with me that a memorable presentation has more to it than the introduction, some main points, a summary, a conclusion and time for questions. The presentations I remember best and enjoyed the most have all had one thing in common – a story. Stories have been […]

Doing business the Dutch way

I spent a lot of my professional life working in different countries before settling down in Germany. Being Dutch myself, I’ve been regularly surprised at being called blunt and likewise, frustrated by people not simply saying what they mean when they had something to say. Since joining Target Training, I’ve gained a better insight into […]

The 3 dimensions of customer service

Do you work directly or indirectly with customers? If the answer is yes, then you provide customer service. In a dedicated customer service environment, like a call centre or corporate helpdesk, customer satisfaction (CSAT) is a prominent phrase. In such an environment, customer satisfaction is measured through surveys and feedback. In a non-dedicated environment, customer […]