Building customer service CAPABILITIES
A customer service workforce is knowledgeable, skilled, positive and productive.
Some of these things come naturally and some need to be learned. Being organisationally fit for the new individualised, dynamic market place requires new capabilities.
If you get it right, it’s a central plank to your reputation. If you don’t, it’s a reputation wrecker! We know that customer service is not about changing the behaviour of the customer but changing your behaviour.
The noagroup’s LURE program focuses on four skill sets that help shape behaviour. Participants learn to become an active listener, empathy champion, adaptive leader and an infectious attitude-holder. It's transformational!
Many customer service managers and teams have benefited from working with the noagroup and being introduced to, practicing and creating an individual improvement action plan based on the four LURE skills.