If you'd like a member of our team to call you to discuss your requirements personally, then please complete the form and we'll get back to you within the next working day.
Developing your people to enhance your customers experience
It’s a sad fact that the happiness of staff often takes second place to the organisation’s demand for results. We need a committed and resilient workforce – people who have the ability to cope with everything from disgruntled customers to demanding team leaders – so our staff’s ability to handle stress is often a much bigger focus than their emotional wellbeing!
You can’t afford to go soft when competition is at its most fierce, but if your staff are to represent your brand effectively on the frontline, it’s vital to consider their happiness. Our external world is simply a reflection of our internal world, so we’ve got to boost our staff’s inner morale if we are to reap the benefits on the outside and improve customer care!
The main challenge here is that a typical call centre or customer service environment involves quite repetitive work, with similar questions popping up every day, making it difficult to stay upbeat. This can be an even bigger issue for staff who are dealing with calls that are often quite distressing in nature (NHS helplines or debt recovery call centres for example).
It’s therefore important to keep employee motivation high, as well as improving everyone’s skillsets through customer service training and people development. A powerful and cost-effective way of doing this is through ‘buddying’ or co-coaching, where two colleagues support each other throughout the day and help each other if one of them is struggling.
Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!
...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.
If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.
Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.Appeal To Your Emotions