So due to pick up my new car. Paperwork completed, additional info provided. Excitement builds. Handover arranged on the Monday for a Friday pickup. Work load sorted. Insurance swap organised. Old car cleared. Excitement builds.
Then a phone call 50 minutes before the arranged handover. Something about a problem with the invoice. No time frame provided on sorting this out. Deflation. Anger builds! How does this reflect on the dealership?
What feelings do we now have about their professionalism and competence? How are they going to look after me? Buying a car is my second highest purchase after my home. GRRR!!!!
I did not haggle too much over the deal. They’re earning commission on the finance. So, what’s the problem? I feel undervalued. Cross. I phone them, and they say they were just going to phone me as all OK now. Pick up car an hour and half late. It’s lovely – joy!
One of those days. Must have been sensitised. Go to Sainsbury’s to buy a handful of things. Decide to queue up as I want cash back. Eventually my turn with the cashier. Ask for cash back. Told they no longer offer this service. Where was the customer signage? Nowhere. They email offers. Did they e-mail this change? No. I have to go out in the rain to a more vulnerable cashpoint.
So, Where’s the Problem?
Poor communications, lack of empathy. Tell me early. Put yourself in your customer shoes. Defuse the situation before it arrives. Similar to the politicians telling us their previous misdemeanours before an election.
What’s the Solution?
Look at your systems. Mystery shop your own business. Encourage feedback. Consider your Team Training – Effective Communications Workshop
Book our fun and informative one day training workshop. Every day we communicate at home, work, socialising and when out and about. Have you ever taken time out to think about what makes?
- effective communications
- great relationships at work
- top customer service
This workshop provides just such an opportunity. It will be delivered in a relaxed and friendly style. During this workshop you’ll learn what effective communications really. Looking at various aspects, such as:
- Listening skills are audio, visual and kinaesthetic (physical activity and demonstrations)
- What sort of communicator you are
- The difference and impact of:
- Verbal communications
- Non-verbal communications
- The mysteries of body language
- The effect of personal presentation
- Interpersonal skills – what enables us to work well in groups and teams
Successful business trainer Laurie Bernard was accredited by The Institute of Leadership and Management. He is an award-winning public speaker and has been training people for over 25 years. He’s seen The Good, The Bad and The Ugly. Now shares the benefit of his experiences with you.
Sweeten Your Relationships Book your workshop. I’d be delighted if you contact me. That’s easy, just phone or text: 07973 361 994 or email: LB@TheBSP.co.uk ask for Laurie Bernard at The Business Services Partnership