customer focussed behaviours.
Undoubtedly the single biggest cause of
lost custom is an indifference a
customer faces with one of your staff.
This may occur for any number of reasons
from a member of staffs personal
situation that day to a general lack of
understanding of the customer's
importance to the business.
worked with a great many businesses over
the years, many of whom are brand
leaders and retail giants. One of the
key things we've learnt is that
procedures, brand and money don't drive
behaviour, it's a person own choice and
desire that drives either good or not so
good behaviour. For an organisation, it
is tapping into this choice and desire
that has the biggest potential to create
the best customer experiences.
When working with organisations to
improve customer service behaviour, we
will use a range of tools to help
understand what is going on currently,
what the future should look like and the
things that are getting in the way. Once
we develop this understanding, we work
on a solution that helps create the
desire to choose the right behaviours,
more of the time.