Q?

What solutions do you offer?

A.

Our objective is to help you to design and deliver a positive customer experience on a consistent basis with a motivated, energised team. Everything we do is about helping you get a better result through taking a customer focussed approach. To achieve this we offer a range of practical coaching and training services and specialise in tailoring everything we do to suit the needs of individual clients.

If we don’t have a solution for you we will endeavour to put you in touch with someone who does.

Q?

What is your product refund policy?

A.

If you find any product purchased from Terrific Trading does not meet your expectations please contact us and we will arrange a full refund for you.

Q?

What is a customer experience designer?

A.

Think about the experience your customers have when they come into contact with your organisation in some way. Is it the experience you want them to have? Do you have a clear picture of what you want? Do your team have the same picture as you?

Do your customers consistently get this picture perfect experience? And is it the experience that they want? In other words, does it meet your customer’s expectations?

If these are questions that you grapple with regularly; if they are high on your priority list; if you are already a customer focused organisation; then it could be time to talk to a Customer Experience Designer like Jan Collins or Jurek Leon.

A Customer Experience Designer helps you to identify what your customers expect and what you are capable of consistently providing. Then, to profitably make a positive impression, meet your customer’s expectations and turn them into walking, talking ambassadors for your business.

Customer Experience Designers (at least the ones we know) are demanding people. They expect you to understand that good customer service doesn’t happen by accident, it happens by design. They expect you to involve all your team(s) in identifying the touchpoints, mapping the sequence and setting standards for each touchpoint. It takes commitment and you’ve got to be in it for the long term. This is no quick fix.

We only enter this process with special people in special businesses as it is the road less travelled. But, if you are serious about providing consistently excellent service, put your tray table upright and fasten your seat belt as this is the only way to fly.

Q?

What is a customer experience audit?

A.

A Customer Experience Audit provides a clear picture of your business from the customer’s point of view. Conducted by a customer service expert, the report and recommendations give you a sound basis for putting in place procedures and standards that ensure you are viewed in a positive light by present and prospective customers.

A Customer Experience Audit typically includes:

  • An onsite review of your main premises
  • A review of your written communications to assess the tone and ease of understanding
  • A review of your promotional materials online and in print for ease of understanding and customer focussed approach
  • Assessment of telephone performance standards in your organisation
  • A report outlining this assessment
  • Recommendations on how to close the gap between how you have been assessed and how you would like the experience to be for your customers.

A more in depth review can include:

  • An interview with a cross section of your staff (up to 5 people) to get a clear picture on how you expect to be judged by your customers.
  • From this interview process assess the attitude to and mechanisms for gathering and dealing with customer feedback.
  • Delve below the surface to assess the effectiveness of internal communication.
  • These are documented with an assessment made of any expectations that Terrific Trading feel may be detrimental to you achieving a positive experience for your customers.
  • Telephone interviews with 3 customers (selected following consultation with you) to assess their perceptions of dealing with your organisation. A brief report will be prepared from each interview.

What type of business will benefit most from an initial Customer Experience Audit?

  • Professional businesses such as accountants and engineering companies.
  • Medical services including specialists, doctors, vets, physiotherapists and also private and public hospitals.
  • Technical services including IT consultancies.
  • Trade services such as plumbers, electricians and air conditioning installers.
  • Wholesalers and distributors of products.
  • Industrial and building products companies with showrooms.
  • Tourism related businesses.

To discuss the suitability of this consultancy service for your business contact Terrific Trading.

Q?

What countries do you work in?

A.

Most of our work is carried out in Australia, New Zealand and the United Kingdom. We understand the service culture in these countries and also have worked extensively with regional businesses in all three countries.

Q?

What are touchpoints?

A.

Think for a moment about the difference between a product and a service.

The end result of a service experience is a ‘feeling’. For example, when we get our car serviced we will react to the experience from making the booking through to picking up the vehicle afterwards, not just to what has been done to the car.

It is the customer’s reaction to the experience, rather than the product, which decides whether they will buy from you today or again in the future.

Jan Carlzon, former Chief Executive of Scandinavian Airlines, called these the Moments of Truth in an organisation. We describe them as the ‘touchpoints’.
A touchpoint can be defined as any episode in which the customer comes into contact with an organisation and gets an impression of its service. They are the parts of your business process that touch your customers, affect how they feel about you, and collectively make up their customer experience.

A touchpoint in itself will not usually be the deciding factor on whether a customer has a positive or negative view of your organisation. It’s when a number of experiences in the sequence of touchpoints go wrong (some of which may have nothing to do with your role in the transaction) that the customer will come to view your organisation favourably or unfavourably.

People who provide products and services tend to see the interaction with their customers as a series of discrete events that are not necessarily related to one another. This is not how the customer sees it. To the customer each event, each touchpoint, is part of the total experience of dealing with your organisation.
So, how do you discover all the touchpoints in your organisation?

Contact Terrific Trading of course. We are here to help.

Q?

Do you guarantee your work?

A.

Yes we do. If at any time you feel we have not fulfilled our part of the bargain or in some way failed to meet your expectations, you have my guarantee that we will redo the work you are not pleased with at no charge or if you prefer refund the fees involved.

Q?

Do you design courses that businesses can present themselves?

A.

Yes, we often design and develop training programs and coaching guides that companies can have their own people present on an ongoing basis. This is a cost-effective way of delivering regular training within organisations.