Customer Service

Need a guest speaker at your next seminar?

Dawn Richards is passionate about providing
knock-your-socks-off customer service and
is a popular guest speaker at management
training sessions, conferences and seminars.

She also provides onsite training in 'Customer
Service Magic' for government departments,
shire councils and a wide range of private
sector organisations.

Accredited Leader in AussieHost Customer Service
Member of Customer Service Institute of Australia
Finalist - Customer Service Professional of the Year - 2007

Customers are your business... get it wrong and you won't have a business!

Whether you’re in private enterprise or a government department or agency – customers are the lifeblood of your business! Learn how to keep them coming back...and bringing their friends...

WHAT IS CUSTOMER SERVICE MAGIC?  

A recent national survey of consumer behaviour has shown that retail pharmacies and hairdressers provided the best service … and government departments and agencies provided the worst service.

We are all someone’s customers! It’s worth considering how you feel when you are treated poorly or you have a complaint with a product or service.
This will help you develop empathy for your own customers.

There are three types of customer service:

1. Miserable (we all remember this type of service and tell up to 20 other people)

2. Mediocre (have you ever come back to work and told your colleagues about the 'mediocre' service you just received at the sandwich shop?

3. Magical (this gets people talking about you and your business) What's the word on you?

The difference between ordinary service and 'Magical' service is just that little bit extra.

It might be as simple as offering to carry someone's groceries to the car, or delivering something that wasn't ready on time ...

What do you know about your customers?

How old are they?
What magazines and newspapers do they read?
Which radio stations do they listen to?
How often do they go on holidays?

The more you know about your customers, the better you can provide services and products that meet their needs.

As the former licensees of seven Brian Rochford retail fashion stores, we conducted some customer research and found that our customers had a different perception of the products to ourselves. We conducted a few focus groups to ascertain what customers (and non-customers) really thought about the stores. Amazingly, there was a perception that the black and gold colour scheme meant that the prices would be expensive and this stopped potential customers from going into the store.

Armed with this knowledge, we started putting little price markers next to the mannekins and guess what ... sales increased by 20% immediately.

Our services include running Focus Groups, developing customer feedback forms, conducting phone surveys, consulting with you re your current customer service programs...and more! You name it. If it's to do with providing 'Magical Customer Service', we can help.

Like to know more?....

Perhaps you'd like to organise a Customer Service Magic Course for your staff? Click on the link below to request a course outline or email us your details for a quote.

You will be pleasantly surprised at how affordable and effective it is to  have customised training in your workplace. Click here to find out more...