Have a Crap Day

Excellence in customer service is relevant more than ever in the current climate: people buy people and with 40% of customers moving service provider because of poor customer service, it is imperative you don’t lose customers unnecessarily.

This unique 60-minute presentation places everyone in the seat of a Superhero recruit, fast-tracking everyone to Superhero status in the world of customer service.

Evil, twisted supervillains exist who are hell bent on destroying customer service - this presentation will not only explain who Doctor Moodio Bitchio and Invisogirl are and their evil plans but show you how to avoid becoming their evil clones by unleashing your Superhero powers in customer service.

Download top service tips

  • Stop making excuses for bad service. If you know you could do something better, or if you have to justify why you don't, then it's time to change.
  • Everything you do has an impact. You have the choice to ensure that what you do is either positive or negative. How long does it take you to answer the phone? If it takes you a long time, that tells me you don't care about me - regardless of how busy you are. Draw up a list of every point of interaction your customers have with you and have everyone in your team individually create ways to make it better then bring those ideas together to create a combined super-idea.
  • Tiny things are much more noticeable than you probably imagine. Worn-out paintwork, scruffily dressed staff, dirty floors, lack of smiles - all of these things have huge implications on service. Get a friend or colleague from outside of your workplace to do a critical mystery shop. This will hurt but don't take it personally - remember you're trying to be the best you can be.
  • Give an extra 10%. Something that the customer doesn't expect - that extra little something; a courtesy phone call, a no-quibble replacement, a Birthday card or an unadvertised discount for loyalty.
  • People are the key. Motivating people to do actually want to make a difference is the hardest part of effective customer service. They get paid whatever, so why should they think about smiling all the time and going the extra 10%? Make providing excellent customer service part of their job but make it fun. Provide them with dynamic training to show how important it is and why.
  • Customer service in the UK is generally very poor. That means you only have to be slightly better than awful to really stand out. Use the better service providers as your benchmark for excellence, not the poor ones!
  • LISTEN to your customer and don't interrupt when they're complaining - let them get it out. Complaints are extremely important as they provide vital feedback - admittedly often emotionally charged - much like your mystery shopper will. Complaints are a way for you to constantly keep your eye on the ball but use them to change. Alter your practice so that they don't happen again.
  • Breed an ethos in your workplace of wanting to be the best you can possibly be. By being the best, and actively being recognised for it, it positively boosts staff morale, reduces sickness leave, reduces stress, maintains a healthy work environment and reduces staff turnover.
  • Care for your staff. You cannot expect your frontline staff to care for your customers if they themselves don't feel cared for. It's hugely important and underestimated by too many businesses I train.
  • Trust your customer. If they argue that their food is cold or the item is broken or it didn't arrive - trust them. Yes there will always be the occasional corrupt human being, but that's life. For the remaining honest customers who are genuinely perturbed by their inconvenience, your trust will keep them and provide you with a glowing testimonial by word of mouth.