Personal Development

Managing Customer Expectations using the RATER model

December 31st, 2012

One of the biggest challenges that face people working with customers these days is the fact that customer expectations consistently change direction, grow, shrink, change shape and adapt to the environment. Their demands, needs and wants will decide how they feel about your level of service and their satisfaction will…

Who do YOU want to be in life?

August 24th, 2012

We love this inspirational movie based on a speech by Arnold Schwarzenegger. This would make a great motivational clip to play during training courses, such as; Assertiveness Training, NLP Training, Leadership Skills Training or any type of Positive Thinking Training Course. What do you think?

Reacting to News of Redundancy

August 9th, 2012

The news of redundancy – be it good, bad or indifferent – will hail a change and a new beginning.  It will bring a fresh phase in life, welcome or otherwise, and whatever a person’s situation, it is important for them to ‘look after number 1’ at what can be…

Influencing, Persuading…or worse?

May 1st, 2012

We all use what we consider influencing skills every day to try and get what we want. However, although we might think we are influencing, it could be that the methods we are using are quite different to what can be considered ‘influencing skills’. Typically, the methods we end up…

Finance for Managers – Finance Statements

March 6th, 2012

Most organisations will have some form of accounting department or team and their job is to maintain the day-to-day recording of transactional information within the company. Every business organisation needs to maintain accurate accounting records to help it manage and control its finances more efficiently. Without day to day records…

Communicating with Customers – A Process

November 18th, 2011

When we communicate with customers, there are four key stages that we should progress through. These are… Open & Initiate Be prepared – Anticipate the needs of the customer, with information already to hand. Welcome – Greet customers professionally and convey a positive attitude through your tone of voice, body…


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