Have you ever witnessed a fracas between a customer and a frontline employee? For those who have not had the experience, take it from me, it’s usually neither a pretty sight, nor a pretty sound. For those of us who have been unfortunate spectators, it brings out a lot of sighing and head shaking. Often, …
I’m assuming that typically, a business would want to move from being a start-up, to being good and maybe ultimately, to being great. To me, a great business is one that is a great place to do business and a great place to work. A place where both customers and employees are extraordinarily happy (and …
I’ve had the pleasure of working with a local organization that had a grand impression of itself. Well, that impression set the tone for the style with which it conducted its business, how its employees were engaged, how its events were executed and how its customers were treated. Ultimately, this organization created such a brand …
As a customer, can you imagine a world where “We Care” is not just a slogan, but is borne out in your everyday shopping experience, with every business? I can. I live, expectantly, in that imagining, with my fingers crossed, hoping that one day it will be reality. In the meantime, I enjoy receiving a …
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, …
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 …
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 …
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 …
WHO WE ARE DRA Consulting started in 1996 as a Human Resources and Soft Skills Training entity. The organisation built a solid reputation for delivering effective Training Interventions in Team Building, Business Etiquette and Customer Service. Over time, DRA Consulting noticed a gap in the workplace for robust, sustainable customer service that would go beyond …