I am a HUGE FAN of Customer Service.
My life and business was completely changed in the early 1990’s when I attended my first ever one day workshop on customer service.
It was run by a training group called “Aussie Host”. The Aussie Host trainer explained that friendly, smiley staff & service attracts customers and then they “come back and tell others” – this was truly an “AHA MOMENT” in my life.
Aussie Host was a basic frontline customer service program based on the successful “Canada Host”. The Canada Host training had been successful training tourism operators before the influx of tourists for the Canadian Olympics..
Since then I have seen and experienced MANY great customer service programs and speakers.
The message of Customer Service is TIMELESS and needs to be repeated and heard in different ways over and over.
Customer Service is a fairly simple concept, but sometimes gets forgotten when things are going really well. In these turbulent times, many businesses are refocussing back on their core customers and delivering a great customer experience.
It is absolutely CRITICAL in a competitive marketplace to offer and deliver a great customer experience.
You might know your customers as clients, guests, members, patrons, patients, VIPs or a variety of other names. They are ALL Customers and they all have high expectations!
Various Customer Service Speakers advocate Measuring and Managing “Gaps” and “Expectations” in Service Delivery.
Surprising and Delighting Customers and Adding more WOW! is also popular – Thanks to Doug Malouf and marketing guru Winston Marsh.
Adopting a Customer Service Mindset also helps – Things such as kindness, gratitude, empathy & positivity.
Training your team on “dealing with difficult situations” and “Customer Service Recovery” can also be very helpful in delivering amazing experiences. Hat tip to speaker Scott Dutton and his EQ & conflict intelligence training.
Customer Service also comes in many other varieties and flavours – from Human Experience (HX, H2H) and Customer Experience (CX) to Customer Loyalty, Customer Appreciation & Customer Satisfaction, Customer Excellence, Service Design and Customer Centricity and more!
Modern high-tech versions of Customer Service for web/digital include User Experience (UX), Digital Customer Experience (DCX) and even ‘reducing Friction and Cart Abandonment’.
There are Customer Experience speakers, systems and trainers that SPECIALISE in every different industry like Retail, Hospitality, Medical/Dental, Schools, Professional Services, Industrial, Call Centres, Government and many more.
Australian Speakers famous for telling an inspirational story that inspires better customer service are
These training experts also offer great Systems and Processes for Better Customer Service Development & Delivery
I have many Customer Experience Books but these are my Customer Service Classics!
This Blog is a WORK IN PROGRESS for my speaking colleagues and the Conference Industry.
If you have any suggestions or ideas for inclusion please call me