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Customer Culture

Values and principles, attitudes and behaviours. It's all about making sure your people deliver customer service excellence.

So what’s it all about? Well, we’ve all experienced bad customer service and we know how that makes us feel.

It seems some people just don't get it.

Hopefully, we will also have had a very positive customer experience. It’s not just about how the interaction is handled, it's about people being really connected with what they are doing and why.

95% of those who complain will do business with you again if you resolve the issue immediately

It's all very well being polite and courteous but it's also what's expected. Customers want more than that: more understanding, more empathy and more flexiblity when dealling with situations out of the norm.

When a difficult situation or complaint is turned around, it’s actually a lot more powerful in shaping the customer’s perception.

1 in 4 employees feel confident dealing with complaints, only 1 in 3 are actually trained to do so

Top class customer service is based on the same key principles. We can help you embed those rules of engagement in your culture.

We call these principles Customer Culture and these can form the basis of any in-house initiative or training programme.

Our principles are:

Creating a customer culture - your brand values and behaviours
Identify your "customer touch points" and "moments of truth"
Measure your customers - how "sticky" are they?
Train your staff to deal with feelings as well as facts
Engage your staff and cutomers "win hearts and minds"

Case Study: Customer Culture '08

Our Customer Culture principles were delivered via a workshop to Liverpool Business leaders. This was in the context of the city becoming Capital of Culture in 2008 and was attended by a wide range of businesses and sectors.

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Testimonial:

Complaints into Compliments

I care passionately about the service I give to investors in overseas property and if something goes wrong I want to know about it. I recently had a customer whose frustration with a developer was also clouding his perception of Overseas Sun Homes. Using the simple ‘Handle with care’ techniques I was able to turn this potentially damaging situation into more business. The customer was so pleased with the way I dealt with him (and the developer) that he has asked me to look for another substantial overseas investment. I highly recommend your workshop to anyone who is serious about customer service.

Steve Bickerton Overseas Sun Homes

call us now on: 0870 458 2208