If you are in the service industry…and if you’re reading this, you most likely are…you will have heard the universal law of customer service, ‘The Customer is Always Right’. This phrase was made famous by Harry Gordon Selfridge , a successful retailer over 100 years ago, who learnt early in his career that the success of his department store depended on the happiness of his customers. Swiss hotelier César Ritz, founder of Ritz Carlton … [Read more...]
How to Convert More Telephone Enquiries
Only two months ago, we were all heading for cover…uncertain of what the future held for us, our families, colleagues, and businesses. So we all did what we were told! And thankfully now Australia is starting to resurface from the crisis. While we still have a way to go, helplessness has turned into hopefulness and there is a general air of confidence and positivity about. Business is starting to pick up as the government stimuli roll out … [Read more...]
How to showcase your customer experience during COVID-19 crisis.
Right now, we are living in a chaotic and uncertain world. As we’ve seen in the media and perhaps even personally, times like this bring out the worst in people. We have all witnessed the behaviours of customers in supermarkets and other shops where people are stripping the shelves bare. People are panicking! Some clients have asked me why customers behave in this way at times like this. Well I’m not a behavioural scientist, but from what I’m … [Read more...]
Ava selected as WA President 2020 Professional Speakers Australia
How to be Empathetic and Keep your Cool
With customer service becoming the new black, more and more organisations are making it a focal point of their business. They are stressing on their people the importance of great customer service. As a result, empathy is one of the interpersonal skills that many organisations are placing on their list of values, as their promise to their customers.. But do people really understand what the word empathy means? And how so many people can see … [Read more...]
How to Manage Your Own Wellbeing When Faced With Challenging Customers
Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]
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