Customer Service Training Trinidad and Tobago

The Best Moments In Customer Experience…

The best moments in customer experience are those that make the customer plan to come again, to repurchase, or to want a repeat of the emotion that he or she experienced during the interaction. Businesses need to be crystal clear on what comprises those moments, at what point in the experience journey they are supposed …

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The Customer Is Buying An Experience…

One of the most critical missions for any business, is to understand inside, out, their customers’ moments of truth. Those moments when the customer experiences an emotion that imprints a positive opinion of the business, in his or her mind, permanently. The overarching goal is to understand what this experience looks like for the customer, …

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Promoting Voluntary Collaboration

One of my frequent exhortations of business leaders is that they should ask for help. Not necessarily in the style of, “Please help me, I’m falling!!” More in the shape of, “What do you think of this idea?” or “What else should we consider, as we search for a solution to this situation?” Asking for …

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When Leaders Care About Customer Care…..

What happens to a business when leaders care about customer care? There are two answers. One short and the other, long. The short answer is that the business becomes a brand that is favoured amongst its customer segments. The long answer is that nothing about the business remains the same. Its vision for itself expands, …

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Excellence……….A Forgotten Differentiator

We’ve become marathoners at running after so many differentiators in the world of business. Service excellence, customer experience, artificial intelligence, digital transformation, contactless transactions and the list goes on and on. These differentiators are considered to be game changers and rightly so. They do bring massive value to a business when they are deployed effectively. …

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The Cost of a Customer’s Smile

Let me start by asking three questions. Have you noticed that employees at some businesses behave as though they are doing customers a favour during interactions? Has the thought about the cost of such unwelcome service delivery to the business, ever crossed your mind? Moreover, have you ever wondered about what factors affect the cost …

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How Generational Turnover Impacts A Business

Many businesses are in need of a cultural overhaul. But, guess what? They may not be aware of this fact. So, what happens is that there is this never-ending misdiagnosis of the maladies plaguing the business and a subsequent parade of ineffective prescriptions that don’t make a dent in the process of business restoration. Meanwhile, …

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Pairing A Brilliance Mindset With Habits Of Excellence

What happens when a business pairs a brilliance mindset with habits of excellence? It becomes a force of nature, destined for greatness in its business dealings and with its stakeholder relationships. In my previous article, I spoke about the perils of having an “average mindset,” well, the “brilliance mindset” is the exact opposite state. A …

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A Persistently “Average” Business Mindset Is Unviable

I am baffled by the proliferation of the “average mindset.” You know, the mindset that handcuffs individuals and businesses to a minimum effort standard. It’s everywhere and it prevents everyone from elevating output to a higher level of excellence. As a matter of fact, average and excellence are diametrically opposed. Whenever I encounter this “average …

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Getting To Service Excellence…The Pain And Pleasure

We know that It’s time to say goodbye to patchwork service delivery and discontinuous customer experience. But, brace yourself, it’s not going to be a smooth journey, neither will it be a painless ride. Elite athletes make the visible part of getting to the finish line look easy, but what we don’t see is the …

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