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Providing excellent customer service can be the difference between retaining customers and losing them to a competitor. To ensure that your employees are equipped with the necessary skills and knowledge, customer service, training is essential. In this blog post, we’ll discuss the 8 best topics to include in your customer service training program. Topic 1: …
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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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How you treat your customers can be a huge game changer for small business owners. Creating a memorable, valuable and faultless customer experience (CX) can lead to more customer acquisition and loyalty. In this blog post, I’ll set out 3 practical ways you can upgrade your CX in a few simple steps. Focus on Reviews …
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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 …
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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 …
A complaint refers to a person expressing dissatisfaction about a company’s actions or inaction. These can range from minor to severe and come in various shapes and sizes. Complaints should never be taken personally but should rather be dealt with professionally. Often a customer has a valid reason to complain, but sometimes their reasons may seem …
I spent seven long years working in professional complaint handling in one of Canary Wharf’s lavish glass buildings. You know the ones that kiss the grey London skyline and shimmer on those rare summer days? During my time there, I worked tirelessly to investigate and resolve a wide range of complaints. I also built up …
I recently searched the internet to find a simple definition of customer experience management and failed miserably. I found helpful definitions, but they seemed a little over complicated. Here is my attempt at defining the term: The processes, software and strategies adopted by an organisation to accomplish excellent customer experiences. There are several elements that …