by Ben Afia | Jun 15, 2018 | articles, behaviour, tone of voice
Customer satisfaction at all time high, Indian webchat teams Last year I created a new empathy and writing programme for Vodafone’s Indian webchat teams. We spent a lot of time on: understanding customers practising emotional intelligence adapting to cultural...
by Ben Afia | Mar 2, 2018 | articles, behaviour
It’s a lovely word ‘flow’. Recently, a mate of mine was talking about the flow effect he gets from running (about 30 minutes or a few miles into each run). After months of effort, he now finds jogging in the winter gloom easy, absorbing, blissful. It’s a feeling that...
by Ben Afia | Nov 17, 2017 | articles, behaviour, tone of voice
I’m back in India, helping 1,000 webchatters relate better to UK customers. And I’ve been researching us Brits so I can explain us to Indians. What’s stuck in my mind is how maddeningly indirect we are. Especially when it comes to talking about...
by Ben Afia | Sep 26, 2017 | articles, behaviour
I’m in India right now, first in Pune and I’ve just landed in Delhi. I’ve got a couple of weeks getting to know Vodafone’s call centres. Turning the leading writers into writing leaders Vodafone want to inspire great writing skills that will stick for...
by Ben Afia | Jul 14, 2017 | articles, behaviour
Why tone of voice doesn’t always take hold Let’s start with the good. When tone of voice training sticks, it galvanizes teams, supports brand behaviours and helps people grab hold of brand principles that are often too abstract. And good communications make things run...
by Ben Afia | Apr 28, 2017 | behaviour, brand strategy, video/audio
Make sure you get the greatest impact from your training investment by asking a few questions when you’re scoping out trainers… Does the room have a window? Arrange a great venue – whether it’s your facility or one organised by your trainer. You can’t...
