customer service training program trinidad and tobago

Let’s Showcase Service Excellence During Trinidad and Tobago Carnival

It’s Carnival time in Trinidad and Tobago (T&T). For those folks reading this column and hearing about this for the first time, our Carnival celebration is the crown jewel of all carnivals across the world. It is a massive  street parade powered by energetic music, a spectacle of revelry, costuming, gaiety, masquerade and most of …

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DRA Consulting launches CuSPTT – Customer Service Professionals` Group of Trinidad and Tobago

‘A movement whose time has come’ – an apt description of the Customer Service and Customer Experience Professionals Group (CuSPTT) by Dawn Richards, Principal Consultant and CEO of DRA Consulting and President of CuSPTT at the launch on Friday 15th March, 2019 at the Hilton Hotel.  Known as a change agent, Dawn referenced the words …

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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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