Understanding Human Behaviour at Work & ...

She’s back! It’s always a huge pleasure having Cate Schreck on the podcast. Her insights into customer service and what makes customer service excellence are important to know for any business, and Allied Health is no different. Cate is a Service Excellence Coach and the Director of Lightbulb Training Solutions (LTS) and Just For Schools, which is her new business that provides professional development to Education Support Staff (ESS).

You’ll hear Cate discuss the aftershock of the pandemic particularly for Allied Health business owners, who frontliners are and why they’re so important, as well as onboarding. Cate also shares her insights on EQ vs. IQ, hard and soft skills, workplace environments, and what excellent customer service really looks like in a workplace. 

Topics covered on frontline customer service, EQ vs. IQ, and onboarding and customer service:

• Why frontliners are so important, why Cate chooses the term “frontline” in the first place, and key success factors for a happy and healthy frontliner. 
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• Self-aware people, extroverts vs. introverts, hard and soft skills, and people remembering how you make them feel.
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• Knowing what the “right” type of onboarding looks like, having induction and onboarding standards with customer service standards incorporated, and looking at it from the point of view of professional development.

Resources Mentioned 

• EQ – Daniel Goleman’s Book https://www.danielgoleman.info/
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• Cate’s Book – The A-Z of Service Excellence 
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• Lightbulb Training Solution Free Resource – The WIN Activity
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• Lightbulb Training Solution Free Resource – Service Excellence Conversations 

Connect with Cate

• Visit Cate’s Websites (Lightbulb Training Solutions, Just For Schools) 
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• Connect with Cate on Facebook (Lightbulb Training Solutions, Just For Schools)
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• Connect with Cate on LinkedIn 
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• Follow Cate on Twitter (@CateSchreck)
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• Check out Cate’s YouTube

Connect with Nacre Consulting: