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THE WORKSHOP FOR GAME CHANGING MANAGERS

THE SUCCESSFUL PROFESSIONAL- 3 DAY WORKSHOP Fazeer Mohammed: Who would you like to attend this Program? Dawn Richards: This program is for Managers, Supervisors, Team Leads and Career Driven Individuals who feel that they want to build up their skills and become game changers. One of the things we have discovered is that Managers are …

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THE SILENTLY UNHAPPY CUSTOMER

Typically, customers don’t leave a company suddenly. They leave bit by bit, little by little, some loudly, some silently. The “silent defectors” are the most injurious to a business. Firstly, they leave emotionally, then psychologically, all the while reducing their business activity. Then comes the final nail in the coffin, that one episode that causes …

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THE LANGUAGE OF SERVICE : TIPS FOR CUSTOMER CARE BEGINNERS

DO  YOU  SPEAK THE LANGUAGE  OF  CUSTOMER  SERVICE? One of the crucial aspects of customer service is effective communication. As in any other field of speciality, customer service has its own symbols and language. Language that is used in casual and everyday interaction can be out of place and even offensive in a customer service …

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CHATBOTS AND THE CUSTOMER EXPERIENCE

HOW CHATBOTS ARE CHANGING THE CUSTOMER EXPERIENCE LANDSCAPE We all know that one of the most important pillars of customer service is speed. The critical factors being: How much time does it take to get a response from a company and how fast is the problem resolved? One of the problems that companies face in …

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CUSTOMER SERVICE 101: BASIC TIPS FOR FRONTLINE STAFF

When a company is considering its customer service strategy, the needs of the customers they serve,  the size and complexity of the organization must be considered in order to build a program that makes sense. But for all companies regardless of size or industry, there are some elements of service delivery that remain crucial. One …

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DAWN RICHARDS TALKS CUSTOMER SERVICE STRATEGY FOR COMPANIES

On Sunday 24th July, Dawn Richards, CEO of DRA Consulting, spoke with Rennie Bishop on 107.7`s “Sunday Brunch” to discuss Customer Service in Trinidad and Tobago. In this video, Dawn speaks about several pertinent issues related to Customer Service.  In this discussion you will hear about: Customer Service as a Differentiator in a Hypercompetitive Marketplace …

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CAUGHT IN THE ACT- RECOGNIZING EXCELLENT CUSTOMER SERVICE

Caught in the Act Campaign-      What is it about? Although excellent customer service many not currently be the norm in Trinidad and Tobago, we want to transform our country into a service centric landscape. We want to use use positive attention as the axis from which we create the kind of Customer Service …

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RADICAL SHIFTS: WHAT IT MEANS TO BE A MODERN DAY MANAGER

In today’s business world, it takes more than raw talent to get ahead. The employee community has changed. Employees, especially Millennials, want to participate in decision-making and not be force fed dictates. Top down approaches no longer work for a wide swath of employees who are motivated by meaningful work. What this means is that …

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STAND OUT FROM THE CROWD WITH WORLD CLASS CUSTOMER CARE

Customer centric organizations deliver World Class Customer Care. World Class customer care is the “obsessive” commitment by an organization to exceeding customers’ expectations and delivering consistently exceptional experiences. World Class Customer care is intentional. A Culture of Service is supported and reflected by the entire company.   The Image of Service The First Impression a …

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MOVING TRINIDAD AND TOBAGO TO WORLD CLASS SERVICE DELIVERY

  The State Of Customer Service In Trinidad and Tobago – How are we doing? As citizens, how often do we lament the fact that we are victims of poor quality customer service at the hands of uncaring, unconcerned and untrained service providers and attendants? Chances are, fairly often.   How often have we gone …

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