There is a disruption taking place – Superior Customer Experience is the new normal

As the Twin Island Republic awaits the presentation of the National Budget for fiscal 2017/2018 later today with a keen understanding that further belt tightening measures will undoubtedly be included, the question that now arises for the business owner is: ‘how can I delight my customers so that they are inclined to spend their limited and precious income at my business place?‘ It is almost poetic that the National Budget will be read on the first day of the week that the world will celebrate Customer Service Week (October 2nd – 6th) under the theme “Building Trust“.

Everyone agrees the customer service experience in Trinidad and Tobago is less than ideal in many ways. This signals that there is need to challenge our existing service delivery culture – both from the perspective of the service organization and from that of the customer.

In response to this statement, Ms. Dawn Richards, CEO of DRA Consulting, a Management and Customer Care Transformation organization that has been providing exceptional service improvement solutions to its clients since 1996, says that ‘there is a service disruption taking place on the local landscape and this disruption is being led by the customer. We have more discerning customers who are now demanding a superior service experience‘.

And, almost like providence, in steps the importance of quality customer service as the new driver of revenue, because it is all about aiming for customer delight and keeping customers happy about the money they spend. As Bill Quiseng says “nobody raves about average service,” so developing customer intentionality through exceptional service is the foundation that builds loyalty to a service provider’s products and services.

Dawn is of the belief, honed through her years in the field of Customer Care Training Interventions, that consistently exceptional service delivery is driven by individuals for whom personal excellence is a core value, a value that enables these individuals to deliver quality service “without supervision”. ‘If as individuals, we harness the five pillars of intentionality, self-motivation, discipline, emotional stability, and informed action – if we become witnesses to our lives and commit to our self development, intentionally, we can master personal excellence. It is this core service delivery quality that underpins the customer experience given and influences the one received!

Customer Service deals in part with the interaction between consumers and service providers, but also encompasses a whole range of activities including after sales service, all of which are relevant to creating a strong and vibrant Services Industry. The Services Industry is growing in importance in global trade and commerce and will begin to play a major role as the national economy begins its diversification process.

DRA Consulting, one of the Region’s leading consultants in customer service improvement, will join the international community in celebrating Customer Service Week, 2017, and is excited to share all that we have planned for the week and the entire month of October, 2017.

The week’s activities will include:

  • Free Online Presentations
    • Monday 2nd October – Assessing Your Company’s Customer Service Footprint
    • Tuesday 3rd October – 3 Immediate Actions Your Company Can Take to Delight Customers
    • Wednesday 4th October – Why Employees Are Resistant To Delivering Quality Service
    • Thursday 5th October – Exploring CSW 2017 Theme- “Building Trust” – Group Discussion
    • Friday 6th October – World Class Service Delivery – The New Business Imperative (Roundtable Discussion)
  • One-Day Customer Care Workshops for Managers and Frontline Employees
  • Customer Care Presentations
  • Launch of the Customer Service Professionals Group – Trinidad and Tobago

DRA Consulting’s primary business product is its signature Customer Care Transformation Model that enables client organizations to achieve a culture shift to a customer centric orientation and to become “cultures of service” that deliver world class customer care.

DRA Consulting‘s Customer Care Transformation Interventions deliver “Eager To Serve” employees, shifts in the language used by employees to address customers, quick responses to customer requests, enquiries and complaints and employees who are courteous, helpful and who believe that it is a privilege to serve.

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