What do you see in your world?

• Do you see stress levels improving or getting worse?
• Are manners improving or getting worse?
• Is it getting harder to find talent?

We all know how bad ‘some companies’ are at customer service.

The problem is that your employees and colleagues can see, hear and feel the stress-caused-by how badly these companies and their employees have served your customers.

It’s such a relief when we get great service after a bad experience.

This gives your business an opportunity to create communication moments that differentiate your business and take stress away from your customers.

This is a certain way to delight your customers. Even when your company drops the ball.

There seem to be 3 reasons why employees (internal and external service providers) perform well:

1. They actually do want to do the job that they have
2. They can do the job that they (there are no skill gaps)
3. They can cope with the stress that the job gives them

If one of these is out of alignment, performance declines, costs escalate and customer satisfaction is at risk.

How can we help?

All of your employees and colleagues rely on their toolkits to do what they do.

These toolkits have a massive influence on their morale, motivation and performance.

The challenge (or opportunity) is that some of the tools:

1. Need sharpening
2. Don’t always work under pressure
3. Are missing or need replacing with better more efficient ones

Why are we putting so much emphasis on tools?

It’s because performance needs to be built on solid foundations. These tools have a direct impact on morale, motivation and performance.

When people are under pressure they fall back on their toolkit.

If they don’t have the tools they need they become reactive - the fight or flight impulse takes over. Sometimes in a good way and sometimes not.

Have you noticed how some companies have employees that turn to blame or club-together to defend what is in effect bad service?

Most service issues boil down to three things:

1. Customer expectations and stress levels
2. Communication competencies
3. A lack of agility that leads to mistakes that create cost for someone

This is why we provide tools that help teams turn these challenges into opportunities.

The result - better toolkits that lead to:

• Faster responses, better brand experiences - fewer escalations and less discounting to keep customer happy
• More confident and calmer teams - able to recover quickly for the next challenge
• Reduced operational costs - increasing sales and profits

You have great people.

Maybe there are opportunities to help them.

Does this sound like something that we could talk about?