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Verizon talked us out of their products

How often do you find a large company like Verizon talks you out of buying their product? Verizon convinced us that their product was not as effective as their competitor’s. And that getting hooked up to their service would be a logistical nightmare. They also scared us about the prospect of after sales support. << MORE >>
Posted by Jonathan Halls Blog at 5/1/2009 3:04 AM | Add Comment

Customer service has a lot in common with airport security

Customer service offered by some companies has a lot in common with airport security.  It's designed to stop you getting through to someone who can help, by making the process of connecting as uncomfortable and inconvenient as possible.

And just as airport security is not designed around the traveller's experience or comfort, customer service systems are often not designed around the customer or resolving issues.  They're designed despite the customer and designed to make things convenient and easy for the company.



An experience I have just had ...<< MORE >>

Posted by Jonathan Halls Blog at 4/6/2009 1:13 PM | Add Comment

Amateurs Give Professional Trainers a Bad Name

Training is not for losers.  In fact, it’s about investing in future success.


Last month I complained that media trainers who give good trainers a bad name.  These trainers suffer two problems that give the rest of us a bad name. 


1.       They’re trapped in the industrial mindset of traditional media which, ...<< MORE >>

Posted by Jonathan Halls Blog at 3/10/2009 10:57 AM | Add Comment

Frequent Question: do I chop an interview?

A learning manager from Texas pulled me aside during a seminar earlier this year to tell me he had some questions about ethics. He’d interviewed a subject matter expert for a learning podcast he was creating and the expert waffled on an on, regularly going off topic. In fact, while a small part of his interviewee's comments was relevant, most of it was a self-indulgent rant.<< MORE >>
Posted by Jonathan Halls Blog at 2/20/2009 12:35 PM | Add Comment

Principle 1: Locate your bullseye

Sure, podcasts are great for helping people learn. But if your boss has just told you to start podcasting your workshops to save clients their travel budget, where do you start? Here's the first step I recommend - select your bullseye.<< MORE >>
Posted by Jonathan Halls Blog at 2/10/2009 9:06 AM | Add Comment

Learning podcasts: is there a standard structure?

Is there a standard format or structure to follow when you create a didactic podcast? Well, not really. So where do you start. Here's my first post in a series to help you get going.<< MORE >>
Posted by Jonathan Halls Blog at 2/10/2009 8:14 AM | Add Comment

Some media trainers are giving us a bad name

I’ve always been as passionate about training as I have about media. Which is why I get worried when I hear more and more stories about trainers who confidently peddle second rate media training like snakeskin salesmen of yesteryear.<< MORE >>
Posted by Jonathan Halls Blog at 2/5/2009 12:18 AM | Add Comment
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