How has your business progressed its service excellence agenda? This is my big question for the upcoming International Customer Service Week that is celebrated in the first week of October annually. So next week, Monday 3rd to Friday 7th will be the week of celebrations worldwide. While the strict intention is to celebrate employees as …
“Whenever a wild card becomes possible, the future planning playbook has to be rewritten.” This quote by Tamar Kasriel, a retail futurist, speaks volumes. She was commenting that futurists had regarded the pandemic as a “wild card.” That is, an occurrence that would have big, worldwide impact, but a highly improbable event. Well, the event …
‘A movement whose time has come’ – an apt description of the Customer Service and Customer Experience Professionals Group (CuSPTT) by Dawn Richards, Principal Consultant and CEO of DRA Consulting and President of CuSPTT at the launch on Friday 15th March, 2019 at the Hilton Hotel. Known as a change agent, Dawn referenced the words …
WHO WE ARE DRA Consulting started in 1996 as a Human Resources and Soft Skills Training entity. The organisation built a solid reputation for delivering effective Training Interventions in Team Building, Business Etiquette and Customer Service. Over time, DRA Consulting noticed a gap in the workplace for robust, sustainable customer service that would go beyond …