Loads of practical tips on how to get onto the front foot and have a less stressful daily work experience

1. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
How to Stop Fire Fighting
& Create Breathing Space
To Improve Customer Service

2. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016

3. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Just Symptoms?
W h a t B a r r i e r s S t o p Yo u F r o m R u n n i n g Yo u r D r e a m C o n t a c t C e n t r e ?

4. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
We spent our time surviving our ‘to do’ lists
We also need time to reflect on what matters
Smarter is better than harder. Effective aces effort
How We Work Dictates The Exp

5. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
T i m e
F o r
A
P o l l
In terms of less fire fighting and more space to move our strategy onwards
1. It’s just everyday coping and we don’t really have a strategy for getting better
2. We understand the strategy but we seldom have time to get on with it
3. We structure our time for both operational and strategic goals
4. We are changing as fast as the business, customers and competitors expect us
to

6. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016

7. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
T i m e
F o r
A
P o l l
In terms of being able to focus on relevant outcomes
1. I’m usually able to prioritise what matters
2. I’m often blown off course during the day

8. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016

9. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016

10. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016

11. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
How To Get Small Stuff Done

12. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
How To Get Small Stuff Done

13. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
How To Get Small Stuff Done
D A I LY H A B I T
1. What’s our customer service north star?
2. What contributes towards that in my schedule today?
3. What’s a useful achievement by the end of today?
4. Am I about to waste time or make time for a relevant
outcome?
5. At close of play, how do I feel? - energised or exhausted
6. What sucked in my energy that won’t do so tomorrow?

14. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Short Term Wins?

15. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Where Else To Look
E l i m i n a t e c o m m o n r e p e a t e d e s c a l a t i o n s

16. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
T i m e
F o r
A
P o l l
In terms of small wins what can you recommend to others?

17. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Change spaces to change mindsets
Go deep on single ideas to reach breakthrough ideas
Invest time in fixing stuff instead of coping with stuff
How To Get Big Stuff Done

18. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Who
Defines
Quality?
1 2
For
Which
Outcomes?
3
From
What
Inputs?
5
Who
Gets
Involved?
6
Why
Get
Involved?
8
What
Is
Success?
7
How Is
Quality
Improved?
P&Q Formula
• Off site - time to explore
• 6 months long
• One topic each month
• Test ‘n Learn between
sessions
• Anchor participation
4
What
Drives
Quality?
How To Get Big Stuff Done
Planning
Framework

19. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
?
1 2 3
56
8
7
Your Project
• Agree outcomes
• Define topics
• Schedule offsite sessions
• Agree house rules on
maintaining priorities
4
?
? ? ?
?
??
How To Get Big Stuff Done

20. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Your Project
• Agree outcomes
• Define topics
• Schedule offsite sessions
• Agree house rules on
maintaining priorities
How Others Did It

21. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
Get out much more.
See how others are doing it
Make monthly away sessions sacred
Nothing trumps those events
Elevate ‘simple’ to your top aspiration.
Chuck out more than you take on
Consider mindfulness
Embed it into your service culture

22. H o w T o S t o p F i r e F i g h t i n g & C r e a t e B r e a t h i n g S p a c e
© Brainfood Consulting 2016
The Bottom Line
D o Yo u H a v e T h e W i l l To W i n ?

23. I'm a customer engagement and a 'beyond silos' strategist
I 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