Have you ever experienced passive aggressive behaviour from someone in a customer service role? Have you seen it in your team? Have you seen it in yourself? It can be seen in a range of behaviours: the go-slow / unresponsiveness / sarcasm / repetitive, scripted or monosyllabic...
Happy staff, happy customers! . This is heard so often it has become a cliché and a truism. . Well it makes sense, doesn't it? If staff are happy, they will be positive, engaging, nicer to deal with. They will take pride in their work, be interested in customers...
Behaviour management for customer experience Behaviour management - getting your team to demonstrate the positive behaviours that lead to a superior customer experience - is one of the most challenging aspects of any CX initiative. Just as views on - and approaches to - performance management vary...
Are your team sales-people or order takers? Employing order takers over genuine salespeople will lead to lower sales. Many individuals and organisations do just fine without really 'selling'. Calls come in, many are converted to orders or sales. Job done? Many people in sales roles are really just...
Effective personal time management is essential to delivering a better customer experience. Delivering an excellent customer experience is difficult enough without the time pressures of modern workplaces. And although we are consistently told that the customer comes first, they are unfortunately not our only priority. We...
At the weekend I had a disappointing customer experience involving a technical sale fail. After 9 years good service my car stereo effectively died. Radio still works, but the aux input and CD player died within a couple of months of each other. I needed something...
Rapport building for introverts Initial rapport building can be a struggle for some introverts. It's not that they can't build rapport (they can be great at it) and it certainly isn't that they don't like talking to people (introverts value conversation and relationships as much as extroverts):...
When Should You Ask for Customer Feedback and When Should You Not? Customer feedback is crucial for knowing what your customers do and don’t like – and what you can do about it to improve your business. But how do you know when is the right time to ask your...
The Ultimate Guide to Customer Experience Whether a client will keep doing business with you or not generally comes down to just one thing: customer experience. Customer experience provides a competitive advantage in every market, from retail and construction to hospitality and banking. If you want customer experience...
Business insights come from understanding the linkages between your knowledge and experience and the client's situation and challenges. Offering business insights in customer conversations is a great way to build trust and communicate value, but is this something you focus on? Or do you just...