how to stop firefighting & create breathing space

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How to Stop Fire Fighting & Create Breathing Space To Improve Customer Service

How To Stop Fire Fighting & Create Breathing Space Brainfood Consulting 2016


Just Symptoms?

What Barriers Stop You From Running Your Dream Contact Centre?


We spent our time surviving our to do listsWe also need time to reflect on what mattersSmarter is better than harder. Effective aces effort How We Work Dictates The Exp


TimeForAPollIn terms of less fire fighting and more space to move our strategy onwards

Its just everyday coping and we dont really have a strategy for getting betterWe understand the strategy but we seldom have time to get on with itWe structure our time for both operational and strategic goals We are changing as fast as the business, customers and competitors expect us to



TimeForAPollIn terms of being able to focus on relevant outcomes

Im usually able to prioritise what mattersIm often blown off course during the day





How To Get Small Stuff Done

MINDSETAdmire outcomesDespise excuses



Self management is about focussing on what mattersand knowing when to ignore the inbox



DAILY HABITWhats our customer service north star?What contributes towards that in my schedule today?Whats a useful achievement by the end of today?Am I about to waste time or make time for a relevant outcome?At close of play, how do I feel? - energised or exhaustedWhat sucked in my energy that wont do so tomorrow?


Short Term Wins?Multi-taskingChange metricsImprove recruitmentDitch scripts


Where Else To Look

Eliminate common repeated escalations


TimeForAPollIn terms of small wins what can you recommend to others?


Change spaces to change mindsetsGo deep on single ideas to reach breakthrough ideasInvest time in fixing stuff instead of coping with stuff

How To Get Big Stuff Done


Who Defines Quality?1

2For Which Outcomes?

3From What Inputs?

5Who Gets Involved?

6Why Get Involved?

8What Is Success?

7How Is QualityImproved?P&Q FormulaOff site - time to explore6 months longOne topic each monthTest n Learn between sessionsAnchor participation

4What Drives Quality?How To Get Big Stuff DonePlanning Framework


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7Your ProjectAgree outcomesDefine topicsSchedule offsite sessionsAgree house rules on maintaining priorities

4???????How To Get Big Stuff Done


Your ProjectAgree outcomesDefine topicsSchedule offsite sessionsAgree house rules on maintaining priorities

How Others Did It


Get out much more. See how others are doing itMake monthly away sessions sacredNothing trumps those eventsElevate simple to your top aspiration.Chuck out more than you take onConsider mindfulnessEmbed it into your service culture


The Bottom Line

Do You Have The Will To Win?


I'm a customer engagement and a 'beyond silos' strategistI am also an author, international keynote speaker and chair. Working under my own brand, Brainfood Consulting, I deliver a range of master classes and interventions.

Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All targeted at delivering disruptive service innovation.

I'm is also a founding member of Beyond Silos a group of specialist practitioners offering design and delivery service for embedding customer hubs next generation customer engagement.

Much more at www.brainfoodextra.com

how to stop firefighting & create breathing space

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