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THREE REASONS WHY EMPLOYEES ARE RESISTANT TO GIVING GREAT SERVICE

At this point, it is understood that the Customer Experience is crucial for the success of a business. Employee- Customer interaction is one of the most important aspects of the Customer Experience. Customers like to buy from people they like. So naturally, there will be a correlation between employees being resistant to delivering great service, …

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INTRODUCTION TO CUSTOMER CARE WORKSHOP

  EXCERPT FROM AN INTERVIEW WITH DAWN RICHARDS   In this excerpt, Dawn Richards answers the question: “What are some of the benefits of DRA Consulting`s one day Customer Service Workshop – Introduction to Customer Care?”   Interviewer: Can you tell us about the Introduction to Customer Care Workshop. Who is it for?  What will …

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DAWN RICHARDS DISCUSSES THE ROLE OF MANAGERS IN CREATING A CUSTOMER CARE ENVIRONMENT

Excerpts of an Interview with Dawn Richards  Managers and Supervisors play a critical role in creating a Customer Care Environment within an Organization. Managers are the ones who have to set a climate for people to be kind and compassionate. Here are some important questions that managers need to ask themselves: Do they demonstrate respect …

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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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Customer Care Conversations

What is your role as a Help Desk Officer? A Help Desk Officer is somebody who works at a store or company and is there to deliver good service to the customer. The Help Desk Officer creates the first impression by smiling and greeting the customer. This makes them feel welcome and customers really love …

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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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