customer service consultants trinidad and tobago

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 …

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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 …

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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 …

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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? …

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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 …

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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 …

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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 …

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Magical Customer Encounters Closed Off My 2023

So, I had several enjoyable customer experiences over the 2023 Christmas and holiday season. Two stood out, with one being exceptional and the other being delightful. I will maintain always, that creating magical moments for customers is not driven by either magic, or rocket science. It’s driven by a business purpose rooted in excellence, efficiency, …

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How Will Your Business Navigate Change In 2024?

I’m thinking about what some leaders would say if I asked them to tell me how their businesses respond to change. I suspect that the responses will range from, “we fire-fight our way through,” on one end of the scale, to, “we are in a perpetual state of embracing change,” on the other end.  I …

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Leadership Evolution….A Business Goal For 2024

I would imagine that by now, meaning the end of 2023, many businesses would have charted their strategic directions for 2024. While there will be many goals that fall into the operations, human resources, finance, governance, sales and customer success buckets, I’m hoping that one area will be given extreme attention in 2024. Leadership evolution. …

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