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...
Customer centric writing Customer centric writing is writing that enhances that customer experience and is focused on customer needs. Do you agree with the below? Business writing needs to be stuffy and formal Using personal pronouns like 'I' is unprofessional Giving personal insights is unprofessional Displaying emotions...
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...
Good teamwork is essential to delivering a positive customer experience, but can be more difficult than it sounds. We all have: our own tasks, responsibilities and KPIs our own instincts and the way things should be done. so many other priorities - to our customers for...
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...
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...
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...
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 ...
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...
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...