Customer Service Workshop Trinidad and Tobago

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 …

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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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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 …

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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 …

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Introduction to Customer Care – I

The employees who interact with a company`s customers can make or break the business. Customer facing employees need to know how to keep customers smiling and maintain client relationships. This 1-Day Program will create a foundational understanding of what it means to be of service and will impart immediately implementable skills to make each customer …

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