We provided a bespoke solution which met the requirements of CTM’s brand, the development needs of their staff and the service needs of their clients. We followed four key steps.
In times of economic downturn, demands for higher wages, increases in energy bills, rising cost of materials and other resources, companies are looking to cut spending in areas they think are unnecessary. One of those areas is training.
Delivery drivers play a critical role in the customer experience, as they are often the only face-to-face contact a customer has with a company. Providing high-quality customer service is essential…
Delivery drivers are your ambassadors and are the face of your organisation Organisations that pride themselves on their customer service are recognising the vital role and impact the delivery driver…
How Neville Beardsmore of CFA Training achieved consistently high standards of customer experience following a merger of 2 separate teams.
Benefits achieved Customer satisfaction levels consistently high, exceeding 94% satisfaction after training. Customer Service Advisors (CSAs) are able to defuse customers’ emotions at the start of calls by immediately building…
Benefits achieved Improved efficiency of shop managers and their teams within the shops, with better time management and organisation of duties and tasks Increased productivity due to shop managers using…
Neville Beardsmore shares a 3 step process to calm customer emotions on telephone calls
Techniques to improve those difficult customer phone calls from Neville Beardsmore at Chapel Fields Associates
One pet hate of mine is people making excuses about their incompetence. I think this is a challenging subject to grasp in this country, whether it’s our modesty or fear of getting something wrong that we feel we should make excuses for our lack of knowledge or incompetence.