From New Delhi and Berlin to… Nottingham
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...
Go with the flow
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...
When writing gets serious
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...
How can great writing inspire even better writing?
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...