Customer focus
Training courses and articles on customer focus: truly understanding the customer and conversations that build trust.
Customer focus starts with the customer experience. You listen carefully, are clear and remain friendly even under pressure. Here you will find training courses and articles from The House of Coaching about customer service, customer journeys and conversations with customers.
4 articles
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This is how you let your customers grow your business!
Most businesses see themselves as a defined circle of 'internal' and 'external'. This traditional paradigm, in which the internal organisation strictly...
Most businesses see themselves as a defined circle of 'internal' and 'external'. This traditional paradigm, in which the internal organisation remains strictly separated from external actors, is well past its sell-by date. In today's dynamic world, this approach is no longer enough to survive, let alone thrive. Successful businesses actively involve their customers, suppliers and other key stakeholders in innovation, brand awareness, recruitment and development.
Why? Because these external parties can bring unique insights, ideas and energy that the business cannot generate alone. By working together, a synergy is created that leads to better results, more satisfied customers and a stronger market position. But what is the best way to approach this? What should you definitely look out for and what are the keys to successful co-creation?
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The unexpected guest: the cancellation
"From real life. Sunday evening, while the world wraps itself in the warmth of family, I trade these precious moments to prepare for the approaching...
"From real life. Sunday evening, while the world wraps itself in the warmth of family, I trade these precious moments to prepare for the approaching week. With a steaming cup of tea beside me, I get everything ready for a productive week. I want to give the best of myself again, to let my passion shine in my work. Before I shut down the computer, I send one more customer-focused email, confirming my arrival. I carefully schedule the delivery for 8 am on Monday morning, so as not to disturb the Sunday rest. Monday, 8.30 am. Just before I step out the door, an email drops in. The client cancels the appointment. I allow myself a brief sigh and then I call the client and I am ready to listen..."
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Visualising Customer Experience
Air Events, a leading hot air balloon company, faced a challenge to strengthen their existing customer experience. In their effort to…
Air Events, a leading hot air balloon company, faced a challenge to strengthen their existing customer experience. In their effort to tackle this challenge, they contacted Karl Mortier. Step by step and with a clear goal, they set to work together using the power of visualisation.
Step 1: Gathering information
Karl started by analysing the current customer journey at Air Events. He ran sessions with the Air Events team, listened to their stories and studied customer feedback. By using visual techniques, such as Empathy Maps and Customer Journey maps, Karl brought the customers' experiences to life and provided insight into their emotions and motivations at various points in their journey.
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Self-direction is the bomb!
In the ever-changing world of work, self-directed teams are the trend of today. But what exactly is self-direction? And what makes self-directed teams...
Self-direction is the bomb!
In the ever-changing world of work, self-directed teams are the trend of today. But what exactly is self-direction? And what makes self-directed teams so great? In this blog article, we take a closer look at self-directed teams, their benefits, the pitfalls you need to watch out for, what is expected of a coach, and of course we give you valuable tips and techniques to get started with these teams. So, let us take you on this inspiring journey of empowerment and challenges!
What are self-directed teams?
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Pages
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Commercial communication
Strengthen your customer relationships with effective communication: every interaction counts. In a world where customers expect high-quality and personal communication...
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Customer Service
Excellent customer experience through empathy and effective communication. We have all experienced bad customer service at some point. Whether you were ignored by...
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Empathy
Empathy as a leadership skill. Empathy is more than a buzzword; it is a crucial skill for effective teams and leaders, especially...
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Handling complaints
Learn to handle complaints in an effective way. Dealing with complaints can be a challenge for both businesses and individuals. Complaints can...
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Support conversations
Strengthen your support skills and create a better working environment. Do you also find it a challenge to have effective support conversations? Customers...