Trusted (eBook)

The human approach to building outstanding client relationships in a digitised world

Whitbrook Donna Whitbrook, Bromley Lyn Bromley (Autoren)

eBook Download: EPUB

2017
228 Seiten
Practical Inspiration Publishing (Verlag)
978-1-910056-74-5 (ISBN)

Infos

In a world of increasingly digitised interactions we still have a desire to connect on a human level.  Trusted is full of inspirational ideas, top tips and insights from our experience of working with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and deliver outstanding service.

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* Are your people sabotaging your business by delivering poor service and failing to build trusted relationships?* Does your pricing come under constant question?  * What is it that makes good organisations world-class?In a world of increasingly digitised interactions, connecting on a human level is more valuable than ever. Being competent and doing a really good job is simply not enough. Today we must have the ability to create impact and maximise our personal presence in order to be positively memorable. Being a brand ambassador for our business and being able to engage with others confidently in order to build successful, professional relationships is key to outstanding performance.By focusing on the skills that affect the client's experience and the company's ability to deliver excellent service, your organisation can gain a competitive advantage. You will benefit from improved profits, higher employee retention, a better reputation and sustained growth.Discover the 'T-Spot' Model, and learn how to beat the 'credibility thief' while our 'credibility sleuth' helps you to find the improvements that will transform your business.  Trusted is full of inspirational ideas, top tips and insights from our experience of helping our clients to deliver service excellence and become world-class organisations.

Inhalt

Welcome
Introduction
The T-Spot Model
Marginal gains
Things to look out for
Starting the journey
SECTION 1 Mindset
Growth mindset
What you can do to move to a growth mindset
How you can inspire your team to have a growth mindset
Emotional intelligence
Brain chemistry
Unconscious bias
Self-reflection
Priming your mind
Managing your mindset
Well-being and employee benefits in the workplace
Overcoming mindset barriers
Mindfulness
Credibility sleuth and credibility thief
SECTION 2 Communication
What is rapport?
Small talk or deeper connection
Hello, my name is…
Body language
Verbal communication
Communication styles
Understanding communication differences
Transactional or tailored?
Case study: Going from good to great after scaling up
Credibility sleuth and credibility thief
SECTION 3 Interaction
The importance of building outstanding client relationships
Visibility: The paradox of technology
Digitisation: Generational differences
Case study: Treading a fine line between digitised and personal interactions
The power of face-to-face
The human moment
Environment
Credibility
Case study: Building trust through quality interactions
Credibility statement
Client intelligence
Networking
Case study: Getting on the radar
Credibility sleuth and credibility thief
SECTION 4 Behaviour
Managing behaviour
Case study: Managing behaviour in the moment
Managing negative behaviour
Setting behaviour expectations
Creating an internal culture with a client-centric service vision
Positive behaviours
Non-negotiable standards
Case study: Keeping a family culture while expanding the business
Doing the right thing
Case study: PRIDE in their legendary service
Substantiated value
Case study: Client expectations of a global organisation
Case study: Client expectations of a low-cost organisationMeasuring behaviourClient satisfactionRewarding behaviourService recoveryBehaviour in communicationHabits detrimental to building relationshipsBrand sabotageRemoving barriersCoffeegateCredibility sleuth and credibility thief5 Professional imageWhat we wear can make us feel more confidentCycle of successPeople judge us by what we wearReflecting the culture of your organisation while remaining authenticPersonal style: Blending in or standing outHow much authority you need to displayThe type of clients you are meetingWhat is appropriate for different situations?Dress codesThe messages you wish to send outEnvironmental considerationsConsidering the ‘team look’Summary: Professional imageCase study: Aligning personal brand with corporate brand Credibility sleuth and credibility thiefMoving forwardBringing Trusted to your organisationAcknowledgementsReferences and researchRecommended further readingAbout the authors

Produkt-Details

• Erscheint lt. Verlag: 16.11.2017
• Sprache: englisch
• Themenwelt: Geisteswissenschaften ► Psychologie ► Arbeits- und Organisationspsychologie
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Schlagworte: business • Customer growth • Marketing
• ISBN-10: 1-910056-74-X / 191005674X
• ISBN-13: 978-1-910056-74-5 / 9781910056745