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Welcome to June’s edition of QED Consulting’s E bulletin. To complement our previous edition we are delving deeper into Customer Service;
- Reflecting on personal experiences of customer service and evaluating what good customer service is to us.
- As promised, the second half to our Customer Feedback article, exploring ‘internal customers’.
Staying with our ‘internal customers’ we open a discussion on;
- ‘Talent Management’ – The What, Why and How?
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Customer Service, What does it mean to us?
Customer service is a bit like wine tasting. For most of us mere mortals, we can’t necessarily explain the technicalities, but we know what we like! And boy, do we know what we don’t like too!
So what is it that makes for great customer service? What’s the difference that makes the difference? Can there be a universal formula that predicts and guarantees how your organisation will perform, all day and every day?
Read more...
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Internal Customer Surveys: Valuing our people, Valuing their feedback
Following last months E-bulletin on External Customers this month as promised we bring you the second part, focusing on our internal customers – our employees and the importance of understanding and acting upon how they think and feel.
Valuing our people, valuing their feedback.
People are the life-blood of our organisations, their attitudes can drive companies forward and their performance underpins organisational success.
As one of QED’s favourite quotes summarises:
“People are the only element with the inherent power to generate value” (Jac Fitz-enz)
Given our employees importance we should be taking a genuine interest. As with our external customers, if we don’t know what they think or feel about the organisation or when they are unhappy with something, how can we possibly make things right?
Read more...
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Talent and Talent Management:
What is it?
Why is it needed?
How best to implement?
The Oxford Dictionary describes ‘Talent’ as Natural Ability, Special aptitude or faculty. As part of the ongoing drive to improve bottom line figures, employing and retaining ‘talented’ staff seems an obvious thing to do. Successfully managing this process is easier said than done.
It has been over a decade since McKinsey published his “War on Talent” survey revealing that companies with a high proportion of “talent” on their payroll averaged a 9% greater return to shareholders versus those without. However, it has only really been in the past four years or so that we have witnessed a noticeable surge of Talent Management Programmes. Now the term “Talent Management” sounds almost clichéd.
Read more...
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If you have any comments about our bulletin that you would like to make please contact us on rebecca@qedconsulting.co.uk
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Email: rebecca@qedconsulting.co.uk
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QED News
Networking lunch success
QED Consulting held what is set to be the first of many seminars and networking lunches on the 21st May. The Strategy Implementation Seminar was opened by Executive Chairman, Steve Hinton and presented by one of our Consultant’s Mark Ellis. QED was pleased to welcome representatives from businesses, spanning a range of industries (including retail, health, printing, construction & engineering, accountancy, education & technology) to its Doncaster office.
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Jeremy Thorn at the CMI event
QED Consulting’s President Jeremy Thorn gave two guest seminars at last month’s CMI Northern Convention at York Racecourse. Jeremy’s seminar tracks ‘Talent Management’ and ‘Turning Managers into Leaders’ were the most subscribed to talks and were very well received.
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Emily's First Triathlon
Latest addition to the QED Consulting team, Emily Anderson has really hit the ground running. Following her first fortnight with us Emily had not only made a fantastic impression and impact on the team, she had taken on another challenge! Emily successfully completed her first ever triathlon in Southwell, Nottingham. We now have another sportsperson in our midst to keep Steve (Executive Chairman) company on his marathons! Congratulations Emily.
Calendar dates for June
Sunday 10th - Official Birthday of Queen Elizabeth II
Sunday 17th - Fathers Day
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