Managing customer objections

In his latest vlog, Simon Blair reveals a 2-step method for managing customer objections and concerns. If you're looking for assistance in measuring, coaching and training your staff or your own customer objection handling process, we can help you! Click here for details.

By | February 6th, 2016|Blog, CX Conversations, Insight, vlog|0 Comments

The 5th Degree of Customer Experience

Your energy and style of communication used needs to adapt to every individual and every channel of communication. Over the phone, 70% of your communication is imparted more by how you deliver your message (i.e. your tone) than the actual words themselves. When face-to-face, 70% or more of your message is communicated via [...]

By | August 21st, 2014|Blog, Insight|0 Comments

The 4th Degree of Customer Experience

As you move towards the end of any interaction, how do you know that you’ve satisfied the customer and given them what they need? It doesn’t matter if you believe you’ve resolved their enquiry or fixed their issue if the customer doesn’t also share this view! So the only way to know for [...]

By | August 14th, 2014|Blog, Insight|0 Comments