I like to ask business leaders this question, “Do you feel proud when you think about your customer experience brand?” Additionally, I tell them that this is a question with only “yes or no” response options. In some cases, with clear justification, the answers are a resounding “yes.” In other cases, I am faced with …
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Emotional Labour Clears Service Debris
There’s some unfinished business from last week’s article. The focus was on the need for businesses to clear the debris that distracts them from moving along their journey to service excellence and superlative customer experience. Whilst several examples of debris were discussed, there is still one more that needs to be brought to light. Human-based …
Clearing The Debris Of Service Enfeeblement
Some businesses are used as the prevailing brand standards for poor service delivery. That’s a major reputational indictment. They are cited everywhere and by everyone for their nonchalance towards creating the gift that every customer wants to receive….a positive experience. Yet, foot and digital traffic continue to drive acceptable and sometimes, superlative financial results. Sounds …
Is Service Illiteracy Hurting Your Business?
One of the biggest challenges facing businesses is figuring out how to “achieve and sustain” service excellence. Numerous research studies have indicated that many businesses have no strategy or sustainable processes for building out a service excellence brand that boasts a consistently positive customer experience and sustained customer success. When I ask random businesses to …
All Team Members Should Add Value
Not everyone on a team adds value. There….I said it. Sometimes, only twenty to thirty percent of team members contribute to productive team outcomes. The remaining individuals are simply bodies making up numbers. The problem is that this is a common occurrence in the workplace and, one that is pervasive. There is hardly a team …
Mastering The Art Of Communication… Some Thoughts
Communicating effectively is not hard. I acknowledge that there are communication devices and practices that support frictionless interactions and that these devices may not always be utilized during exchanges, but a basic target of good taste and message sufficiency, should be the aspiration during the communication process. Good taste falling within the realm of language …
Overcoming Cultural Debility In Business
Cultural debility can set a business adrift. Culture as an invisible co-pilot, can navigate a business to achieve its greatest heights, or steer it to a rocky demise. By the time the signs of cultural debility are evident, considerable damage may have been wrought by the sources of the debility. So, what is cultural debility? …
Sarcasm Is Not An Attractive Quality
When it comes to interactions with colleagues and customers, some individuals wear their ability to wield sarcastic remarks like a badge of honour. They believe that it gives them some sort of superior status that has eluded those individuals who suffer from its insufficiency and so they launch volleys at every opportunity, to spotlight their …
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 …
Service Excellence Is Not A New Year’s Resolution
When a business prompts itself to “improve its service delivery,” that’s similar to making a new year’s resolution. When the business commits to keeping its customers happy, that’s a business mandate. These are two very different intentions. Pretty much like many new year’s resolutions, the first intention can turn out to be performative, delivered in …