Sometimes I’m a glutton for punishment. Let me explain. Whenever I execute service transformation projects, the first item on the change agenda is leadership training for managers and supervisors. My favourite question to this group is, “How often do you hold team meetings?” Invariably I hear answers that range from fortnightly (rare answer), to monthly …
I was writing the headline and chuckling to myself about the extra mile. We know that this milestone occurs when extra effort goes into a transaction or customer experience, in order to deliver customer happiness, beyond the expected end point. But, if many businesses have a challenge with just meeting minimum transaction requirements, how can …
Picture this. A customer who looks like she’s about to breathe fire and brimstone, as well as call down the wrath of the gods, approaches a service counter at a business. The customer service representative (CSR) at the counter sees the customer advancing and notices the grim facial expression, the pounding gait and the deathlike …
We hadn’t noticed that we were being primed for this digital moment that we’re experiencing. The pandemic has shoved everyone forward, at the same time. Necessity has become the mother of acceleration. With the onslaught of smart phones, expanding bandwidth, chat bots, self-service, online shopping and the like, alert business leaders and technology driven businesses …
EXCERPT FROM AN INTERVIEW WITH DAWN RICHARDS In this excerpt, Dawn Richards answers the question: “What are some of the benefits of DRA Consulting`s one day Customer Service Workshop – Introduction to Customer Care?” Interviewer: Can you tell us about the Introduction to Customer Care Workshop. Who is it for? What will …