The old adage goes, 'The customer is always right.' But how well does your team really understand this? A key to your business's success lies in the quality of your customer service. In this rapidly evolving business landscape, customer service training is essential. Exceptional customer service cultivates customer loyalty, and loyal customers become your brand's advocates. Not only does this boost your reputation, but it also positively impacts … [Read more...]
7 Critical Telephone Skills that will never go out of style
This month marks 25 years that I’ve been helping organisations Australia-wide to redefine their customer service experience with a focus on telephone skills. In that time, as you can imagine, I have seen a huge transformation in the way organisations are serving their customers. Customer service has become a critical part of the overall brand image and reputation. With the rise of social media and online reviews, customers have more power than … [Read more...]
How to align your customer experience with your organisational values
In today's highly competitive business environment, most organisations are discovering that a strong brand promise can make all the difference in their customer satisfaction and reputation. Your brand promise represents the essence of what your company stands for and the values that guide your actions. It sets the tone for how your brand is perceived by the world. It is the expectation you set for your customers about the experience they will … [Read more...]
How to expertly manage your online reputation in 2023
The internet has become one of our most powerful marketing tools.We know that potential customers searching for your product or service online will generally only look at the first page of search results. So most of us have become SEO smart, ensuring our business shows up on page 1. But here’s the thing. Many organisations are not too smart when it comes to managing their online reputation. You may have a marketing … [Read more...]
10 Tips to Professional Telephone Skills
While we rely too often on email and other written forms of communication, the telephone is still a vital tool when conducting business in many industries. A quick phone call can save time and avoid misunderstandings. Hearing the tone of the other person's voice can give you valuable information about their state of mind or intentions, and avoid misinterpreting their words, as can easily happen with emails. We run you through a few … [Read more...]
Tips for Dealing with Difficult Customers
In the customer service industry, you will often encounter customers who can be rude and difficult to deal with. With the right knowledge, skills, and training, your demanding customer can be managed well. With effective customer service training, your team will learn how to handle other people's difficult and frustrating behaviour, resulting in satisfied and loyal customers. Start By Understanding The Problem When you are faced with a … [Read more...]
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