I Don’t Trust You!

Share on facebook
Share on twitter
Share on linkedin

‘People buy people.’ We’ve heard it all before. We know that people buy from people they know, like and trust before throwing cash and custom at someone who has never invested in forming a relationship with them.

The objection we all have to face head on when in the process of winning customers is the pervading, unspoken question: “Why should I trust you?” But how can we prepare our people to answer this?

Funnily enough, through training!

I was delighted to read that, way back in 2009, 62% of Call Centres had been savvy enough to invest in their people by providing effective tools and training to gain trust with their customers (Peppers and Rogers Group, 2009 Customer Experience Maturity Monitor) A shrewd and sensible move, when you take into consideration that price is seldom the main issue for a customer (Accenture global customer satisfaction report 2008).

But that was 2009 – SEVEN YEARS AGO!

Although we may have been clever enough to invest in some training in the past, right now, we have a different issue – everyone seems to be Trustworthy! (I say everyone, but I really mean the forward thinking companies who had the courage to invest in their people in the first instance and, statistically, there are quite a lot of them.)

So what do we do now?

Invest some more! Over time, things change, habits form and the high standards you initially set become a little lower as everyone else catches up.

What really needs to happen is that you continue to support your people, you regularly review practice and conversation. You make sure that each member of your staff that has any contact with your customers is a true brand ambassador to the core.

Perhaps most important of all is that you don’t stop! You commit to embedding training from induction on, investing in ongoing coaching and refresher training to make sure your people can overcome the unspoken objection and gain and maintain trust because they live and breathe your brand.

Stay FIT!

Hello... I'm Marie Cross

‘…and I’d love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.’

If you’d like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you’ll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

This field is for validation purposes and should be left unchanged.

Simply fill in your details to claim your 12 Success Blueprints...

There are 12 Success Blueprints – FIT bulletins that are jam-packed with practical, quick and easy hints, tips and ideas to help you stay on track, keep positive and remain motivated to succeed right there on the frontline!

This field is for validation purposes and should be left unchanged.

Would you like to talk to us about how our services can help your business?

If you’d like a member of our team to call you to discuss your requirements personally, then please complete the form and we’ll get back to you within the next working day.
This field is for validation purposes and should be left unchanged.