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…
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.
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
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.
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.
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.