By Liz Kentish. It occurred to me this week that very often when I go into a meeting or I am preparing a meeting room for a days training, that there are always people who turn up early and plonk themselves down at the table and after a grunted greeting,…
Customer Service Training I just wanted to drop you a note to say thank you for the excellent training you both delivered last week for the Emirates Air Line. This is the third year in a row that you have helped us in our shutdown week to deliver customer service…
By Kentish and Co associate, Tom Robinson. I’ve been exploring the role of cognitive dissonance at work. Started by Leon Festinger’s work, it flies in the face of the widely held belief that people are ‘true’ to their beliefs… Cognitive dissonance theory states that people strive for internal consistence and…
