The Role of Customer Service in Upholding Brand Promise This is vital to maintaining customer loyalty and attracting new clientele. It's all about embodying your brand values in every customer interaction. To do this effectively, your team needs to be equipped with the right skills. Customer service training is more than just handling complaints or enquiries. It's about communicating your brand promise consistently, and creating positive … [Read more...]
De-Escalation Skills: An Essential Add-On To Customer Service Training
In your interactions with customers, it's crucial to understand the profound significance of being able to manage and diffuse potentially volatile situations effectively. De-escalation skills can be a vital part of customer service training. It helps to turn tense situations into positive customer experiences. They aren’t just talking about calming an angry customer, but also ensuring a smooth, reliable customer … [Read more...]
Why Customer Service Training Matters
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...]
