LinkedIn serves as an invaluable learning resource. Recently, I received an invitation to a meeting organised by the BDM titled “Helicopter view of X process.” Given that I was needed to facilitate this meeting, I found myself stumped. The objectives were unclear, and I had no way to prepare due to this ambiguity. I reached… Read More »Leveraging LinkedIn Insights: How the SIPOC Framework Saved My Meeting
When a customer submits a support ticket that requires escalation to 2nd or 3rd line support, I view it as an educational opportunity for our 1st line support team. This experience may equip them to handle similar issues independently in the future. However, there’s a balancing act here. We must ensure that the ticket isn’t… Read More »Striking the Balance: Customer Service Today and Building Skills for Tomorrow
If you’ve been following my journey for some time, you’ll be aware that I’ve been refining my approach to discovery sessions. My current approach includes: I usually commence the meeting by clarifying my intentions. Typically, I aim to: Subsequently, I always ensure I pose the question: “What are you hoping to achieve in this session?”… Read More »Mastering Discovery Sessions: My Refined Approach and Key Questions
Hopefully normal service will return soon and they’ll be able to verify my account ownership! It has made me realise how often I check for updates mainly due to the excellent learning opportunities it presents. But…. its also good to know I can relax and not think about it for a few days!
Preparation truly is the key to the success of meetings and presentations. Just yesterday, we had a customer presentation. The Business Development Manager (BDM) had previously inquired about the customer’s agenda, and we should have been in an excellent position to prepare well in advance – even weeks ahead. However, we left some of the… Read More »The Importance of Preparation: A Close Call with Success in Customer Presentation
I had a great time relaxing and decompressing from work; I needed it. Before I went away, I ensured the following: • Anyone who I expected might want to contact me while I was away was aware I was on leave and had another point of contact to use. • There were no loose ends… Read More »Planning a Stress-Free Leave: How I Unplugged and Recharged