Effectively Handling Moments of Truth

Most people are looking for effortless customer service. According to historical figures given by Donald E Wetmore from the Productivity Institute, the average person gets one interruption every 8 minutes which equates to 50-60 for every working day. If people are constantly interrupted they will increasingly want and expect their own issues and concerns to be resolved rapidly and without hassle.

So what does all this mean for businesses? The clear implication is that they need to start evaluating the emotional content of their interactions with customers but also how the emotions of these interactions impact with their engagement with the business. 

This whitepaper explores how organisations can start to develop the emotional intelligence they need to deliver a positive customer experience and use it to survive and thrive in today's challenging business environment.

To download the whitepaper, please submit the form below.