Training for Customer Service & Leadership Development
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Generic customer service training doesn’t work. I’ve seen hundreds of generic programs – live, virtual and self-directed – that our clients have tried, with no evidence of changes in the workplace.
There is no quick fix for a suspicious customer. Many people are suspicious of everything, and loss of trust is a hard thing to change. It takes time.
If you are getting customers who don’t appear to appreciate your efforts, it may be time to step back and examine why. Here are the three most common reasons:
Consistency requires every interaction in every channel to meet the same high standard of care.
The trust factor in customer loyalty can’t be overstated. If you don’t treat your customers with care, they will stop caring about you.
CASE STUDY: How to Lose Trust With Customers Here’s a Classic Example of How Companies
Phone anxiety, sometimes called “telephobia” or “phone phobia” is a real thing, and impacts a large percentage of the workforce. It’s been on the rise for a number of years and, while more prevalent with people under 35, spans al
The better everyone is at internal customer service, the better everyone’s experience at work ultimately is – and the better an organization functions.
The willingness to take ownership of a customer’s experience is a key component of Integrity – one of the three drivers of trust-based service.
Here are the 10 Best Customer Service Stories of 2023.These experiences are invaluable in illustrating what outstanding customer service looks like — and what leaders should strive for.