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Tell the top the bottom line is happy shoppers

Article written by Octavius Black, CEO of Mind Gym Article first published in the Sunday Telegraph For a nation of shopkeepers, it’s looking ...

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Does faking feelings lead to better performance?

As we’re in the busiest shopping season of the year, spare a thought for customer service agents. Great performance means hitting sales targets and ...

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Check your face

New research shows that the face your listener pulls when you're talking will change the words you use.  With a positive listener, the speaker is mor ...

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Don’t give in to mobile madness

When a supermarket checkout lady refused to serve a customer who was talking on her mobile, the chattering classes heralded her as a champion for good ...

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The secret of great customer service? Don’t get mad if you want to get served

If the customer is always right, where does that leave the one dealing with their tantrums? Few of us can say we’ve never lost our temper with a cus ...

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