Page 89 - Delivering Authentic Customer Experiences

Principle 6 Delivering Authentic Customer Experiences

• feeling no-one is listening
• not getting what they believe you promised
(UKCSI)

People are different in how they perceive the world. These
differences can sometimes lead to conflict. How you handle these
potentially inflammatory situations is your choice. You may have
no control over the situation or what the client thinks or feels
about your service. But what you and your team have control over
is your own emotions and responses. To have authentic, win-win
interactions you have to accept feedback, however unpalatable,
and use this to learn more about yourself and your business. You
have to be aware of how your values, beliefs and behaviour
impacts on your customers’ perception and appreciate the
emotional triggers that exist for you and them. It’s natural to
make decisions based on your unconscious bias. It’s part of your
survival instinct and of your desire to win. Before you do this, I
urge you to try to extend the gap between the stimulus, or trigger,
and your response. Take a little time to think about what you’re
thinking, letting this inform your actions with all your customers.

Consider this…
• What are the main triggers for customer dissatisfaction in
your organisation?
• How are you responding to these triggers?
• What effect are your current interventions having on your
long-term relationships with clients?

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