One of the most challenging aspects of handling customer complaints is when you are trying to communicate a positive solution but it seems the customer just doesn't want to listen. You've actually solved the problem, but you just can't seem to get that through to...
Customer service accountability is one of the most common traits of an excellent customer experience. There are 2 main reasons for this: For a truly excellent customer experience, everyone has to stand up and be counted. One weak link in the organisational chain and the customer...
Is customer loyalty dead? Contrary to some premature obituaries, no it isn’t – but it certainly seems like there’s less of it about. This is not only because of an increase in choice and competition, but also due to changes in consumer behaviour. Increased choice has led...
At CX Training we believe that a customer-centric mindset always has to come first. Strategies can be developed, skills can be learnt, initiatives can be implemented, but behaviours won’t change unless your customer-facing staff are truly focused on responding to customer needs and building customer...
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...
What has the greatest influence on buyer behaviour? reason, logic and rationality, or emotion For most low-level purchases, there's not much contest: the emotions win out every time. We consistently buy things we don't need and pay premium prices for a range of irrational reasons. Of course,...
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...