Customer Service Courses Trinidad and Tobago

“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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All Performance Misadventures are not Cured by Training

Photo by Christina Morillo from Pexels There’s this misplaced belief that training of employees cures all performance failings. I encounter the plaintive cry of, “We sent so and so for training because his or her performance was declining.” So, I like to ask about what additional prescriptions were administered in the attempt to improve the performance outcomes. Often, …

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Solving the Customers’ Problems is an Inside Job

Whenever a customer visits, a business has a small window to make a lasting impression that is positive and grand. We’ve had a year and a half of a pandemic that has driven sweeping changes in how customers conduct business and their new expectations around how they want to be treated. We have the pandemic …

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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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Simplicity…….The Third Customer Love Language

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 …

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The Journey to Customer Success

Over the past three months, during the “normal” curtailment of customer activity, we noticed some pretty impressive upticks in customer love being demonstrated by some businesses, which was laudable. I’ve been on the lookout for businesses that have sustained a commitment to keeping their customers happy by delivering memorable experiences. Predictably though, some have begun …

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Calm Employees Create Calm Customers

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, …

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When your business becomes a centre of excellence, service excellence accelerates.

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 …

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