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How to Stop Fire Fighting & Create Breathing Space To Improve Customer Service
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Just Symptoms?
What Barriers Stop You From Running Your Dream Contact Centre?
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
We spent our time surviving our to do listsWe also need time to reflect on what mattersSmarter is better than harder. Effective aces effort How We Work Dictates The Exp
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
TimeForAPollIn terms of less fire fighting and more space to move our strategy onwards
Its just everyday coping and we dont really have a strategy for getting betterWe understand the strategy but we seldom have time to get on with itWe structure our time for both operational and strategic goals We are changing as fast as the business, customers and competitors expect us to
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
TimeForAPollIn terms of being able to focus on relevant outcomes
Im usually able to prioritise what mattersIm often blown off course during the day
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Get Small Stuff Done
MINDSETAdmire outcomesDespise excuses
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Get Small Stuff Done
Self management is about focussing on what mattersand knowing when to ignore the inbox
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
How To Get Small Stuff Done
DAILY HABITWhats our customer service north star?What contributes towards that in my schedule today?Whats a useful achievement by the end of today?Am I about to waste time or make time for a relevant outcome?At close of play, how do I feel? - energised or exhaustedWhat sucked in my energy that wont do so tomorrow?
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Short Term Wins?Multi-taskingChange metricsImprove recruitmentDitch scripts
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Where Else To Look
Eliminate common repeated escalations
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
TimeForAPollIn terms of small wins what can you recommend to others?
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Change spaces to change mindsetsGo deep on single ideas to reach breakthrough ideasInvest time in fixing stuff instead of coping with stuff
How To Get Big Stuff Done
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Who Defines Quality?1
2For Which Outcomes?
3From What Inputs?
5Who Gets Involved?
6Why Get Involved?
8What Is Success?
7How Is QualityImproved?P&Q FormulaOff site - time to explore6 months longOne topic each monthTest n Learn between sessionsAnchor participation
4What Drives Quality?How To Get Big Stuff DonePlanning Framework
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
?1
2
3
5
6
8
7Your ProjectAgree outcomesDefine topicsSchedule offsite sessionsAgree house rules on maintaining priorities
4???????How To Get Big Stuff Done
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Your ProjectAgree outcomesDefine topicsSchedule offsite sessionsAgree house rules on maintaining priorities
How Others Did It
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
Get out much more. See how others are doing itMake monthly away sessions sacredNothing trumps those eventsElevate simple to your top aspiration.Chuck out more than you take onConsider mindfulnessEmbed it into your service culture
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
The Bottom Line
Do You Have The Will To Win?
How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016
I'm a customer engagement and a 'beyond silos' strategistI am also an author, international keynote speaker and chair. Working under my own brand, Brainfood Consulting, I deliver a range of master classes and interventions.
Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All targeted at delivering disruptive service innovation.
I'm is also a founding member of Beyond Silos a group of specialist practitioners offering design and delivery service for embedding customer hubs next generation customer engagement.
Much more at www.brainfoodextra.com