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In today's highly competitive market, it's more important than ever for organisations to stand out from the crowd. One way to do this is by providing an exceptional level of customer service. But how do you ensure your employees are delivering the kind of service that goes above and beyond? The answer is simple, Customer …
When spending money on training and developing staff, one of the main goals of a company is to maximise their Return on Investment (ROI). A key way to achieve this is by investing in good quality training especially in the area of customer service. By improving your teams' customer service skills, you can increase sales, …
The ability to provide an exceptional level of customer service is a crucial element for any organisation. Today's market is highly competitive, with a recent PWC study showing around 75% of customers are willing to pay more for a positive customer experience. A huge part of customer experiences is down to frontline employees who usually …
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Dear Reader, Here at The Experience Corporation, we are passionate about effective complaint handling. We understand that sometimes things go wrong and that’s OK – what’s most important is how things are put right. I have carefully put together a summary of the most recent data in relation to banking and credit complaints. Following this, …
Continue reading "7 Complaint Handling Tips for Digital & Traditional Banks "
Call centre teams are the unsung heroes of many large corporations. They are on the frontline providing helpful advice, taking the heat from frustrated customers and dealing with complaints. Here are three quick ways you can help your teams to improve their phone calls and the overall customer experience they are delivering. Smile Have you …
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How you treat your employees or contracted workers will determine whether or not they stay with your company. If you treat people with respect, dignity and gratitude they are far more likely to perform at a high level. However, if employees feel mistreated and undervalued, they are likely to move on swiftly to work somewhere …
Working With NHS Wales Here at The Experience Corporation we recently did some work with the National Health Service (NHS) Wales. We created a number of training resources for Senior staff to use in relation to organisational service improvement. I really enjoyed the project and learnt a lot about improving patient experiences. Following on from …
Continue reading "Five Ways to Improve the Patient Experience Within Large Healthcare Organisations"
Let The Travel Begin…. Many parts of the world have opened back up to travel and tourism. Guests are starting to pour back into hotels in their tens, hundred’s and even thousand’s. Now is the perfect time to review and improve the customer experience your hotel is offering. Let’s look at three simple measures you …
Continue reading "3 Ways To Improve Customer Experience In Top Hotels"
The UK Customer Satisfaction index (UKCSI) The UKCSI is a report conducted by The Institute of Customer Service twice a year. The report is based on a survey of around 10,000 U.K customers who provide a customer satisfaction score to different companies across 13 industries. The scores are based on various metrics such as employee …
Continue reading "Here’s what makes or breaks satisfaction for the modern-day customer"
Performance Specialist The Experience Blog is committed to bringing you quality interviews from a range of industries covering off different aspects of customer experience. For this post, I interviewed Geoff Greenwood FCCA MBA Msc who is a performance specialist with a long career working at Neuro-Performance. During this spotlight interview we cover off: How Neuro-Performance …