Customer Service Training
How do you ensure your team always delivers a 5 star experience?
A customer’s experience is the gap between what we deliver (execution) and what they expected from us (expectation). The larger the gap, the more emotional the experience becomes. For example, a very large positive gap will create a 5 STAR customer experience, or 5 star customer service, i.e. something we will probably tell our friends about and remember for a long time.
A large negative gap will create a “horror experience”, or a 1 STAR experience. This is the ‘I’ll never go there again as long as I live’ moment.
Below you’ll find links to some of our articles to give you a flavour for our approach to customer service development and training.
Our Research
When building our ‘Customer Experience Principle’, we conducted research across the UK and US to determine the factors that drive positive customer experiences.
The Good, Bad & Ugly
Are their any industries or sectors with generally brilliant customer service? Are there any with generally poor customer service? Why is there the big difference, and how could one learn from the other?
Managing the Experience
Quite a few miles north of home, but just a little south of a client, lies a beautiful little market town. In it, and open early, is a branch of one of the major coffee chains, and, if I’m a little early for a meeting, I pop in to gather my thoughts. The two guys serving in there are, every time, brilliant. Cheerful, chatty, considerate. They are the reason I go there. But it’s not always like that in this company’s other outlets...and they know it.