For the longest time, the answer to consistent customer-centric behaviour was thought to be in skills-focused training alone. After mystery shopping in excess of 1000 retail and hospitality brands as well as training a significant number of staff within these brands, the reality is somewhat different. There are a plethora of individuals with a wonderful skill-set but operate nowhere near their potential. Why? It comes down to the state which these individuals operate in while

RCA successfully launched their tailored e-learning offering in 2017 and has subsequently integrated this channel of learning extensively throughout the customer experience development offering. Projects Director, Rob Arnold discusses the offering in more detail in the latest video. #elearning #elearningforhospitality #elearningforretail #elearningforwineestates #tailoredelearning #tailoredlearningsolutions #bespokeelearning #elearningcapetown #elearningjohannesburg #elearnin

What drives human behaviour? It's certainly not the first time the question has been asked in the context of the workplace. In the 10 years I've been working with SME's as well as corporate organisations, four common threads have revealed themselves in the companies that seem to achieve more consistent staff behaviour. 1) Mechanisms to translate Values into behaviour. Any company can compile a set of values that, on paper, sound fantastic. The values read so well you immediat

What drives human behaviour within customer-facing teams? How do you get a team to operate at a consistent standard? In this short piece, we look at 2 key drivers that leaders must address in their training and coaching strategies. #culture #humanbehaviour #customerloyalty #Culturefit #howtotraincustomerexperience #companyculturedevelopment #CustomerExperienceTips #customerexperiencestrategy #RobArnoldRCAConsultng #rcaconsulting #RCATraining #rcamysteryshopper #productknowled

The first in a new series of key attributes of customer-facing staff. Let's start with one of the most important when deciding on new hires. #Hiringcustomerfacingstaff #Hiringthebeststaffforcustomerservice #Recruitment #recruitmentstrategy #culture #retailcustomerservice #hospitalitycustomerservice #rcatraining #rcaconsulting #RobArnold #RobArnoldRCAConsultng #HiringtoCulture #Culturefit #EQ #EmotionalIntelligenthiring