In this excerpt from our customer relationship digital training programme, our director of projects, Rob Arnold chats about the customer...

Achieving consistency in human behaviour is no mean feat. Cut away all the complexity and what one finds is that customer service is very...

One of the greatest challenges as leaders of a customer-facing operation is the ability and discipline to consistently seek to see the...

RCA successfully launched their tailored e-learning offering in 2017 and has subsequently integrated this channel of learning extensively...

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...

What drives human behaviour within customer-facing teams? How do you get a team to operate at a consistent standard? In this short piece,...

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...

The cellar door experience is a wonderful opportunity to connect with the customer and leave them with more than just a bottle of wine or...

We've compiled a few key learnings about what constitutes a memorable retail experience for the modern customer. #retailexperience...

A philosophy which sits at the core of how we approach training and measurement with our clients is that we are the sum of every...

A look into our focus in terms of training and how it is aligned to contemporary customer needs. #customerjourney #CXdevelopment...

A brief look into the important balance between WHY and HOW when it comes to changing staff behaviour. #StaffRetention #customerjourney...

Clarifying expectations is a critical step in the process of building a progressive company culture focused on the customer. Research...

A brief look into why we exist and how we define what we do everyday. #UnderstandyourWHY #RCATraining #RCAConsulting #CustomerExperience...

A short video on the most important information your team should be acquiring from customers during service. #CustomerServiceDevelopment...

We often expect great service but forget we have the power as customers to influence the end result. Here are a few tips to get the...

Let's hear from one of the service champions we work with at Pearl Valley. Mindset to work plays a significant role towards ensuring...