CX Training

Happy staff, happy customers? Yes, but it’s complicated

CXTraining — Wed, 06 Nov 2019 00:56:39 +0000

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,...

The post Happy staff, happy customers? Yes, but it’s complicated appeared first on CX Training.

Behaviour management for customer experience

CXTraining — Fri, 18 Oct 2019 01:53:36 +0000

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...

The post Behaviour management for customer experience appeared first on CX Training.

Are your team salespeople or order takers?

CXTraining — Tue, 08 Oct 2019 23:22:15 +0000

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...

The post Are your team salespeople or order takers? appeared first on CX Training.

Effective time management for better customer experience

CXTraining — Mon, 19 Aug 2019 04:58:14 +0000

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....

The post Effective time management for better customer experience appeared first on CX Training.

Technical sale fails

CXTraining — Tue, 06 Aug 2019 02:30:13 +0000

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...

The post Technical sale fails appeared first on CX Training.

Rapport building for introverts

CXTraining — Tue, 02 Jul 2019 23:53:10 +0000

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...

The post Rapport building for introverts appeared first on CX Training.

When Should You Ask for Customer Feedback?

CXTraining — Mon, 13 May 2019 23:09:20 +0000

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...

The post When Should You Ask for Customer Feedback? appeared first on CX Training.

The Ultimate Guide to Customer Experience

CXTraining — Wed, 01 May 2019 04:00:17 +0000

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...

The post The Ultimate Guide to Customer Experience appeared first on CX Training.

Offering business insights in customer conversations

CXTraining — Sun, 14 Oct 2018 07:11:57 +0000

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...

The post Offering business insights in customer conversations appeared first on CX Training.

Give and ye shall receive . . . . .referrals

CXTraining — Thu, 27 Sep 2018 03:44:42 +0000

The rules of referrals have changed a lot in recent years. Where referrals used to be reactive, informal, occasional, non-exclusive and personal, they are now proactive, formal, strategic, exclusive, and commercial/organisational, with organisations increasingly locking themselves into to strategic alliances with other professionals and providers...

The post Give and ye shall receive . . . . .referrals appeared first on CX Training.