Client Experience Management
What's your company brand and how do you represent it? Take 5 minutes to think about your company's branding and how you reflect it - here's what I thought about the people I work with and how they best reflect our brand: Professional, Experienced, Friendly, Can-do Attitude, Proactive, Responsible, Trusted, Skilled, Knowledgeable, Adaptable, Clear communicator, Patient, Observant, Honest, Positive & Helpful. What would you say about yours? Building Rapport First impressions count: Say hello Be helpful and friendly Active listening techniques Reflective Listening – paraphrasing or summarising what the speaker has said to demonstrate understanding and encourage further communication Clarifying questions – check you understand their issue by asking for more information Take notes so they don’t feel they have to repeat themselves Don’t interrupt, wait until they have finished speaking Solution finding Always start friendly – they are asking for help. Remember when custom...
