Simplicity is the customer’s third love language. In a world of overstimulation, simplicity is a welcome diversion. Individuals are being overloaded with decisions on a daily basis and appreciate when they don’t have to do any heavy lifting whilst interacting with a business. The problem is that not all businesses take the time to make …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …