customer service

The typical customer experience for introverts can be frustrating: “How’s your day going?” “Have you got much planned for the weekend?” “Lovely weather isn’t it?”  “Did you see the footy last night?” Having to navigate retail checkouts and the well-intentioned efforts of various staff to improve the customer experience by...

Moving conversation away from either safe technical discussions or superficial personal chatter can help you build intimacy, trust and also help you better understand your customer's personal value triggers. Let's get personal professional! Do you ever feel uncomfortable in your client/customer conversations?   If not, the chances...

The trusted advisor model has long been the established method for professionals to build deep, long lasting, value rich client relationships. But do clients (or customers as they might now be) really value that any more? Clients Customers Receive professional services Buy goods or services from a business Personalised solutions Generic...

Service credibility is everything for professionals ‘The quality of being convincing or believable’ is a key component of trust, and can also be a differentiator – with more ‘credible’ service providers being well placed to win work against their competitors. But what makes someone ‘credible’? Ask many professionals and they would...

Many organisations, including the professions, would run a mile from service guarantees. They'd strongly caution their clients against offering them, and very few solicitors, for example, use them for themselves. Why? Well they're a risk. (and risk is bad!) What if somebody takes the option of complaining? You'd...