Publications
We have published a wide range of books, manuals and articles. You can view our publications by clicking on the links below. Feel free to download our articles on the proviso that you ensure you credit The Stairway Consultancy if you use them. You can also buy any of our books through the Stairway Training Shop.
Our published material falls into 4 categories:
Leadership Development books and articles
Customer Service books and articles
Publications
Development of Senior Managers
Those involved in the training and development of senior management today are faced with a tough task. They are constantly treading a high rope: on the one hand they seek to achieve high quality learning, which ensures that individuals and the organisation...read more
Distributing LNA Questionnaires, Analysing & Communicating the Results
One of the most frequently used methods of Learning Needs Analysis (LNA) is questionnaires. In last month's article I outlined bst practice in designing a questionnaire to identify learning needs. In this article I discuss how best to distribute questionnaires...read more
Driving Growth through Customer Experience
A study undertaken by Institute of Customer experience found that those organisations with an excellent reputation in their customers' eyes demonstrated a 72% increase in profit per employee on a like for like basis compared to those companies with...read more
Effective Strategy in a Recession
Given the current economic climate, how do you retain a viable strategy in the face of what many feel has become an upside-down business world? It is sadly the case for some individuals and organisations, that the certainties of the last decade or so...read more
E-Service Recovery
Service recovery is the Achilles' heel of many e-tailers. When dealing with complaints there are frequently substantial vulnerable spots and these can lead to disappointment and the damaging flight of customers. What is needed is a thorough review...read more
Facing the devil in the detail
When putting change into practice, the devil is in the detail:Too few people handle implementation well and the result can be disappointment and disillusion. In this article, the authors spell out what line managers and training professionals must be...read more
Five tips for delivering excellent customer experiences
In today’s global marketplace, there are still few companies who truly deliver outstanding service on a consistent basis. Yet service is a source of competitive advantage. Meeting and exceeding customers’ expectations leads to greater customer retention...read more
How L&D can Step up to be Strategic
At last, it appears that the economic pressures that every organisation has faced are lessening. It is now time to look to the future. Managers who are leading their organisations need to renew their organisation’s sense of direction, and do this as...read more
How to deal with 'But this is only a game, not real life'
Running games and activities during training sessions is a useful way of introducing learning topics, enhancing existing skills and knowledge and allowing participants to try new things. During a games session the activity also gives the trainer the...read more
How to Make the Most of Role Modelling
There's an old saying that 'the example you set is the example you get'. Aristotle taught that “We learn by practice and the best practice is to follow a model of the virtuous person.”We know a role model is someone who serves as an example, whose...read more
If Customer Experience is so Important, how come it's done so badly?
If Customer Experience is so Important, How Come it is Done so Badly? Service Strategy in a Sales and Cost Conscious WorldThis article advocates a pragmatic but thorough review of service strategy, balancing a clear focus on what really matters to the...read more
Implementing Change
'Words are words, explanations are explanations, promises are promises - but only performance is reality' said Harold Geneen of ITT who was renowned for his single-minded focus on delivery of results. Studies indicate that a massive 90 per cent of...read more
In the Teeth of Difficult Economic Conditions Customer Focus and Employee Engagement Article
Managers are faced with a pressing and crucial dilemma: in the face of difficult economic conditions, how to serve the customer as well as possible AND achieve this with high levels of employee engagement. The one must be closely entwined with the...read more
Is Your Customer Experience Training Missing its Mark?
Despite years of extensive training, service is either staying the same or getting worse. We've been mulling over our 20 years' experience in this area and concluded that there are key factors within the organization which support or undermine good...read more
Keeping the Best: Employee Retention in a Service Environment
Undoubtedly one of the key issues facing service-minded managers is attracting and retaining the right staff who nurture sound customer relationships. 'Why is it that the good ones seem to leave?' is a frequent cry from service managers. Talk of...read more
Leadership in a Difficult Climate
In this recession, have you lost your leadership direction?The economic pressures that every organisation is facing across the globe have put increasing strain on leaders throughout their organisations. What should leaders say and do to keep their organisation...read more
Leadership Potential Model
Recent research has illustrated that the most important qualities of the effective leader are not a disconnected set of skills or knowledge that they possess. Rather, they relate to the four intellects that are often not often openly discussed or sometimes...read more
Leading Change Intelligently
Managers often fight shy of examining themselves, their attitudes, feelings and strengths and weaknesses - what appears at first to be navel-gazing. However, if presented in the right way people can become engaged in self discovery, particularly when...read more
Learning Needs Analysis
In this article Sarah Cook explores what is Learning Needs Analysis (LNA). She focuses on its importance in the learning cycle and its relevance in identifying performance gaps. Whether a newly appointed trainer or consultant or someone experienced...read more
Listen and Learn
Feedback from your customers is essential in developing profitable business relationships. Listening carefully is vital if you want to attract new customers and retain existing ones, says SARAH COOK.The increasing power of the customer and the fierceness...read more
"Over the years The Stairway Consultancy has become a key partner to our business. Their services have proved an invaluable tool in taking individuals forward in their careers and thus developing the organisation. Their approach to working in partnership has certainly helped us to achieve our objectives, and we value the contribution Stairway makes to the business. I always look forward to working with their professional, open and warm consultants, and would highly recommend The Stairway Consultancy to any business that is seeking to grow, inspire and develop their teams."
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