Avoid the insincere apology
Empathy is one of the hardest skills to master in customer service and just having the words to say aren’t enough, you need to select the right opportunity as well
Midlands Housing Association Group
“I feel that the reason why this training is so successful and different from any other we have had is that Neville spends time with the team and managers, so he really understands our focus and commitment to our customers. He gains an understanding of our weaknesses so he can devise the training to address specific areas and needs.
Honeycomb Group
“We’ve introduced small changes which are moving mountains internally and externally. Staff are now thinking about and questioning how they interact with customers and how they can change how they carry out their roles.”
CFA Training - better results for your customer facing teams
5 ways to deliver online training without being boring and monotonous
Neville Beardsmore of CFA Training shares his top tips on how to deliver memorable and enjoyable training online
Never neglect your Customer Experience Chain
However customer service is monitored and evaluated, people who play a key role in customer service need training which should be relevant to them, up to date and offered to everybody in a team on a regular basis, to keep you ahead of your competitors.
Why Building Trust with Customers is Vital
Our feelings towards the person or company serving us is directly affected by how much trust we have in them. The more we trust them the more relaxed we feel towards them, the less we trust them, the greater the tension between us.
Treat your customer as they would like to be treated
Training in how to provide excellent customer service must give staff the skills to control their natural instinct of defence, and show them how to use empathy and reassurance statements to build rapport with their customers.
Making your first step towards becoming a manager
For many people career progression is measured by becoming a manager. Making that first step into management can be quite daunting so here are a few tips
Who are the stars and the problem children in your team?
Regular coaching should be a fundamental part of the manager’s role. No matter which segment an employee is in they will all benefit from regular coaching although the style used can range from a very proscriptive approach for those in the lower segment to a more informal and ad hoc style for the upper segment.