As a customer service leader, you need adaptive leadership styles and leadership qualities when managing change. The ‘stages of concern’ model helps you consider people’s individual needs when you’re leading your teams through change.

This podcast explains the 6 stages of concern and how to apply this model when you’re making customer-facing change in your organisation.

You can't give great customer service in a zoom meeting if customers and colleagues can't hear you!

Dr. Jason Price helps you understand how your choice of audio connection affects your video call performance, with audio tests on the typical kit those new to working from home may find themselves with.

This podcast supplements part three in Price Perrott's video series - "Lights, Camera, Action! Improving your video conferencing" on YouTube.

https://youtu.be/6-NYmDv0-9s