Spotlight on Service (SOS) – November newsletter

Welcome to the November issue of our Spotlight on Service (SOS) newsletter and the countdown to 2025 is well and truly underway.? This month we’ve been looking back at some of the issues facing sales and service professionals this year and thought we’d highlight some of the most challenging topics to help you keep on track.

Why Customer Service Consistency is Key to Growth

?In today's marketplace, maintaining consistent customer service isn't just an advantage; it's essential for building trust, fostering loyalty and ultimately driving growth. Studies show that consistent customer journeys significantly boost satisfaction and revenue—customers who experience reliable service are more likely to stay loyal, return and recommend your brand to others.

Consistency Builds Trust and Loyalty Customers value knowing they can expect the same level of service every time. This consistency turns casual buyers into advocates, creating the kind of “raving fans” who not only return - they encourage others to experience your brand.

Key Areas to Focus on for Consistent Customer Service

1. Employee Training and Engagement: Well-trained, engaged employees are the foundation of consistent service. Brands like John Lewis, known for treating their staff as partners, ensure that each interaction feels personal and positive.
2. Managing Customer Expectations: Clear communication helps manage expectations, especially in industries prone to delays or issues. By being transparent, even a minor hiccup can turn into a positive experience.
3. Technology Integration: While technology enhances efficiency, it should support—rather than replace—the human touch. For instance, ASOS uses AI for quick queries, although human agents are always available for more complex needs, balancing speed with a personalised experience.
4. Feedback and Adaptation: Listening to customers and adapting based on feedback is key to consistency. Brands like Pret A Manger frequently act on customer suggestions, showing that they care about their patrons’ preferences.

?Introducing our Brand-New Ultimate Customer Service Training Programme!

We’re thrilled to announce the upcoming launch of our enhanced Ultimate Customer Service Training Programme (UCSTP), specifically crafted for frontline teams dedicated to delivering outstanding customer experiences. Whether you're looking to develop key conversational skills or drive customer loyalty, this programme provides a comprehensive toolkit for consistent service excellence.

Why Join the UCSTP? This CPD-accredited course goes beyond theory, offering practical, interactive modules that tackle the real-world challenges faced by today’s customer service professionals. Here’s what participants can expect:

• Enhanced Customer Engagement Skills: Learn techniques that make a lasting impression, turning initial customer interactions into the foundation for loyalty.
• Practical Behavioural Insights: Discover how small conversational shifts can have a big impact, ensuring customers feel valued and understood.
• Tools for Trust-Building and Relationship Management: Build the "know, like, and trust" factor with customers, a core driver of repeat business and referrals.
• DIY (Do It Yourself) and DWY (Done With You) Options: Choose between self-paced learning or additional live coaching support, depending on your training needs and schedule.

Special Pre-Launch Event In December, we’ll be hosting an exclusive live event, where you’ll get a sneak peek at the programme's content and approach. This event will dive into common customer service challenges and practical solutions you can start applying immediately. Plus, attendees will receive exclusive access to one module completely free of charge and participate in a live Q&A session.

Stay tuned for more details—this programme is your pathway to becoming a true Service Legend in 2025!

Purple Cow Wow’s

Here’s your latest 1% strategies and ideas to quickly swipe and deploy on your frontline to delight your customers and prospects each and every time….

1. Personalised Festive Touches for Customers As the holiday season approaches, go beyond the usual greetings. Encourage your team to add a personal touch to interactions—such as mentioning a specific product the customer previously purchased or wishing them well with their holiday plans. This simple, thoughtful approach can make customers feel genuinely valued, setting your service apart.

2. Proactive Communication During Busy Periods November can bring high demand and occasional delays. Stay ahead by proactively updating customers on estimated wait times or expected service levels. A quick message saying, “We’re experiencing high demand and truly appreciate your patience!” helps manage expectations and reduces frustration, creating a “WOW” even when things are hectic.

3. Surprise and Delight with Unexpected Extras Take a leaf out of the Purple Cow book by offering unexpected extras—a handwritten thank-you note, a small gift, or a loyalty discount for returning customers. These little surprises don’t have to be costly but can create lasting positive impressions that keep customers coming back.

Q&A with First Impression Training

Every week we publish polls on LinkedIn to establish your thoughts on the pressing issues and matters of the day.? Here’s a short selection of some of those questions coupled with your results and conclusions;

1: We asked: “If money were no object, what’s the one thing you would enhance in your business tomorrow?"

You replied: We found that 55% would invest in employee training, 22% in customer loyalty programmes, 17% in product quality and 6% in fast delivery.

The employee training result of 55% aligns closely with emerging UK trends as many businesses recognise the value of staff development as a key driver for long-term growth and innovation.

However the remaining results fell below national averages indicating that there’s a current focus on building long-term resilience through people - driving quality, experience and efficiency outcomes that will ensure you remain competitive in the long run.

2. We asked: “How do you measure the success of your employee training programmes?”

You replied: Results showed 41.5% measure success through performance improvements, a common metric in the UK. CIPD reports highlight performance as a key indicator of training effectiveness, especially in productivity and skills. Employee feedback and customer satisfaction, both at 26.5%, align with UK trends prioritising feedback for gauging training impact. The low emphasis on productivity metrics (6%) is surprising, given its importance in the UK. Possible reasons include difficulty measuring direct impact, focus on qualitative metrics, and limited analytics use.

3. We asked: “What is your average response time to customer enquiries?”

You replied: Your responses showed that 71% of you are responding to customer enquiries and support requests within an hour Did you know that the time-window around email response times are reducing quickly as customer demands increase? ?What used to be 24hrs is now considered “quaint” at best and “unacceptable” for many. In the UK 33.4% of customers expect a response to emails within 1 hour - with the 55-64 age group being the most demanding for fast responses Sales responses are even more demanding - the “10 minute” golden rule to respond to an online new business enquiry applies here. Inside 10 minutes prospects will still be “in the zone” and receptive to direct 1:1 communication before they move on to other topics/tasks. You’ll significantly increase your chances of moving a sales conversation to the next stage if you can respond directly within this critical time-window.

We’d love to hear where you sit in these response times - are you comfortable you’re top of the response chain or do you still have work to do?

Reflecting on 2024 Trends & Looking Ahead to 2025

As we approach the end of 2024, it's essential to reflect on the key trends that have shaped customer service this year and prepare for the opportunities and challenges that 2025 may bring.

2024 in Review: Key Customer Service Trends

1. Emphasis on Consistency: Delivering a consistent customer experience has been paramount in building trust and loyalty. Customers now expect uniform service quality across all touchpoints, making consistency a critical factor in customer retention.
2. Integration of AI and Automation: The adoption of AI-driven tools has transformed customer service operations, enabling faster response times and more personalised interactions. However, balancing automation with the human touch remains crucial to maintain genuine customer connections.
3. Focus on Employee Engagement: Recognising that engaged employees are vital to exceptional customer service, organisations have invested in training and development programmes to empower their teams and enhance service delivery.

Looking Ahead: Preparing for 2025

1. Enhancing Personalisation: As customers seek more tailored experiences, leveraging data analytics to understand individual preferences will be key. Implementing strategies that cater to specific customer needs can significantly boost satisfaction and loyalty.
2. Strengthening Ethical Practices: With growing awareness of ethical considerations, businesses must ensure their practices align with customer values. Transparent communication and responsible operations will be essential in building and maintaining trust.
3. Adapting to Technological Advancements: Staying abreast of emerging technologies and integrating them thoughtfully into customer service strategies will provide a competitive edge. Continuous learning and adaptability will be crucial as the technological landscape evolves.

As we transition into 2025, embracing these insights will position your organisation to meet evolving customer expectations and achieve sustained growth.

….and finally;

We’re still Celebrating Marie’s Recognition at the UK Customer Experience Awards!

In case you hadn’t already heard FIT were thrilled to announce that Marie recently received a special recognition award at the UK Customer Experience Awards in October!

With over 45 years of dedication to the customer service sector, Marie’s commitment to improving customer experience and her role, both as a judge and chair of judges, at the awards have set a high standard within the industry.

This special award is a testament to her relentless passion for helping businesses create memorable, impactful customer interactions. Congratulations, Marie—you truly embody the spirit of service excellence!

See you next month…

That’s all for this month, however we’ll be back in December with more tips, strategies and ideas on how to truly stand out in your field just like that Purple Cow!

Until then, take care and Keep FIT!

Marie and the FIT team

PS: If you’d like to catch up on some of our previous newsletters we’ve now added them to our dedicated Spotlight on Service (SOS) page on our website HERE .

PPS – You can find out more about how we might help support your business to deliver world-class, Purple Cow service to your customers simply by booking your 30 minute FREE Discovery Call here https://firstimpression.training/DiscoveryCall30

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