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#Employeetraining

How To Identify If Training Is Really Needed And If So, What There Is To Train?

by Craig Cherry

In last week’s article we discussed Training and Why is it so difficult to get quality training done? In this article I promised to drill down on how to identify if training is really needed and if so, what there is to train, in the training industry we call this Analysing Performance. When we analyse performance…

Why Is It So Difficult To Get Quality Training Done?

by Craig Cherry

It seems to me that too many businesses consider training to be an ad hoc exercise; it is only considered when onboarding a new employee or introducing new policy or procedures. Even then many companies have no documented system of onboarding new employees, its often a tell session which is not how the majority of…

Don’t Shoot The Messenger!

by Craig Cherry

In this article, I wanted to take a moment to discuss something I find really concerning. Lately it would seem everywhere I go many businesses have signs up about being polite to staff and being respectful to other customers – this is even included in airline safety procedures. Bit sad! What’s going on our society…

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Standing In The Shoes Of The Customer Creates Great Customer Loyalty

May 10, 2022 By Craig Cherry

From the moment you interact with a business, there are multiple touchpoints that occur.  These touchpoints are called ‘moments of truth.’ Moments of truth are interactions that occur that leave a lasting positive or negative impression on a customer.  If you think about an airline for example: you arrive at the airport, check-in, go to…

I’m an Idiot!!!

February 8, 2023 By Craig Cherry

I had a voucher with Jetstar so instead of flying with Qantas or Virgin I decided to use it before the deadline, even though I have had some really bad previous experiences. Idiot! I got up at 5.45am to get to the flight because I thought it would be on time. Idiot! I checked in on time…

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