Customer Service Workshop Trinidad and Tobago

Use Progress Meetings to Eliminate Service Blind Spots

Sometimes I’m a glutton for punishment. Let me explain. Whenever I execute service transformation projects, the first item on the change agenda is leadership training for managers and supervisors. My favourite question to this group is, “How often do you hold team meetings?” Invariably I hear answers that range from fortnightly (rare answer), to monthly …

Learn More


Why Businesses Have Trouble With The “Extra Mile”

I was writing the headline and chuckling to myself about the extra mile. We know that this milestone occurs when extra effort goes into a transaction or customer experience, in order to deliver customer happiness, beyond the expected end point. But, if many businesses have a challenge with just meeting minimum transaction requirements, how can …

Learn More


Unfreezing Frontline Fear of “Difficult” Customers

Picture this. A customer who looks like she’s about to breathe fire and brimstone, as well as call down the wrath of the gods, approaches a service counter at a business. The customer service representative (CSR)   at the counter sees the customer advancing and notices the grim facial expression, the pounding gait and the deathlike …

Learn More


REIMAGINING SERVICE AS WE ADAPT TO THE DIGITAL AGE

We hadn’t noticed that we were being primed for this digital moment that we’re experiencing. The pandemic has shoved everyone forward, at the same time. Necessity has become the mother of acceleration. With the onslaught of smart phones, expanding bandwidth, chat bots, self-service, online shopping and the like, alert business leaders and technology driven businesses …

Learn More


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 …

Learn More