08 Sep Customer Feedback | Why It’s Important & How To Collect It
Customer feedback is information customers provide about their experience with you. It can take different forms and examples
Author: CXTraining
30 May How To Deal With Angry Customers | 10 Proven Ways
If you work in customer service or have any customer/client-facing role, you are likely to encounter an angry customer at some point. And they’re often not just angry - they can also be irrational, impatient, unreasonable, a little wild and personally aggressive towards you. Handling...
07 May Client vs Customer | The Difference & Why It Matters
Do you have customers or clients? Traditionally, professionals have been keen on emphasising that they have ‘clients’, not ‘customers’, and with good reason. In terms of a client vs customer definition, the term ‘client’ implies that the service being provided is professional and tailored, there...
23 Aug Staying assertive, not aggressive, or passive aggressive
Staying Assertive Being assertive means respecting yourself and asserting your rights whilst still being respectful of other' rights and opinions. Failing to our assert ourselves can lead to either passive behaviour where we let others walk over us, aggressive behaviour where we show disrespect for others' right...
21 May Saying no to customers & delivering disappointing news
In responding to customer requests and complaints, it's great when we can give them what they want and say 'yes'. But that isn't always possible. Even when we've tried our best and been creative, there are still times when we have to go back with a...
03 Apr Showing empathy
The showing of empathy is so important in delivering a positive customer experience. Customers (and colleagues) need you to understand: their situation, their needs, their priorities and their emotions. But you don't just need to understand, you need to show you understand, and this is the...
24 Feb How to apologise
Sometimes, sorry seems to be the hardest word. Yes, sometimes saying sorry hurts, and you take an emotional hit when you offer an apology - both when you genuinely feel you have something to apologise for, and when you don't. But an apology is one of the...
05 Jan Customer emotional needs – in CX and sales
What do you want/need your customers to feel? Customer experience is all about feelings. It is the customer's feelings that will frame how they assess their experience, whether they buy or not, and whether they come back again. By understanding what we want customers to feel, we...
03 Jan Customer centric mindset vs the technical/professional mindset
Maintaining a customer centric mindset comes easier to some people than others, and is certainly easier in some workplace cultures than others. Those with a customer centric mindset: are generous with their time seek to understand and empathise place the customer's needs before their own ...
27 Jan Buyer’s rapture: how to make customers feel good about buying from you
Effective sales is often taught as a process. Alternatively, it can be seen as a series of behaviours and mindset attributes by the salesperson. But what about the customer? Another way of seeing sales is as an effort to meet the emotional buying needs of the...