Customer Care Training Trinidad and Tobago

Inertia Is The Archenemy Of Service Excellence

The common thinking is that inertia means “doing nothing.” Nothing can be further from the truth. Inertia means being in a constant state or “uniform motion.” This means, essentially, repetition of whatever is being done, constraining movement into a new state. One of the major challenges that businesses face in their effort to elevate the …

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What Motivates Customers To Visit Your Business?

Another way of stating this opening enquiry is, “What motivates your customers to purchase products and services from your business?” Is it because of your helpful people, your friendly processes, the ease of conducting business using convenient payment solutions, great deals, flexible packages tailored to suit individual needs? Is it that your business brand has …

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Is Your Business Customer Centric or Customer Adjacent?

If your business is “customer adjacent,” then your customers will experience outcomes that are average and guess what? Nobody raves about average (Bill Quiseng). So what do I mean when I say a “customer adjacent” business? I’m referencing those businesses that live in the duality of procrastination and action, where they talk a lot about …

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A Culture of Care Means not Having to Say “Sorry” Often

I felt moved to reprise my thoughts on care this week. Care to a customer-centric business, simply means philanthropy. Philanthropy simply means the desire to help people. Whilst philanthropy is associated, typically, with donations and charitable gestures, its underpinning is about “helping others.” When a business declares that it is customer centric, the signs of …

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When Hiring Service Personnel, Look for Five Key Traits

I’ve sat through many interviews for customer experience professionals at all levels. Some of those interviews have been painful and others have been an absolute joy. The painful interviews have included interacting with candidates who have a flippant attitude to service, who talk incessantly about concepts and not achievements and who spew intellectual and academic …

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It’s a Wonderful Time of the Year for Customer Feedback

Yes, yes, yes, I know that it’s Christmas time and every business is busy with the business of selling, especially given the challenging time that we’re been going through. But, may I suggest that it’s also an ideal time to get some feedback from customers about the quality of the experience they would have received …

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“Going Big” Influences Your Customer`s Happiness

Let me get straight to the point here. Every business decides just how happy its customers will be. If a business decides to do everything in its power to make and keep its customers ecstatically happy, then that’s what will happen. If the decision is to do just enough to keep people coming through the …

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A Business Should Become its Own Customer First

It is well-established wisdom that the best route to mastering an activity, is through practice.  Well, I am suggesting, on behalf of the customer experience (CX) improvement practitioners of the world that the   best way to master customer experience is to “live” in the customer’s shoes. I’m not referring to walking a mile in his …

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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 …

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Results….The Fifth Customer Love Language

So, here we are at Results, the point at which all five of the customer love languages converge to deliver customer success. To the customer, when his or her top of mind expectations and desired outcomes are met, that represents success. In the past, results meant simply one thing……solutions, as in products or services performing …

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