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Gavin Tremble

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Customer Service Expert & Training Facilitator, Forum Skills Hub

20 points

I assist Corporates in Southern Africa to develop Customer Service strategies. We design customized courses for their staff members and facilitate such courses to provide the needed skills for interacting with Customers.

Aug. 15, 2011

Gavin Tremble and 104 other people answered this question

What do you think successful people do that others don't?

Success is definitely not something we are born with. It is something that we learn over time.
For me success is all about actions & behavior. Ever noticed the difference in behavior & activities between successful people and those who fail. So in essence, we ... more

July 28, 2011

Gavin Tremble and 13 other people answered this question

Is roleplaying an effective customer service training technique?

Most definitely so. Adults learn more from role-play than from theory. Lectures are learning by telling and "role-play is learning by doing".
I find it the best way to get learners to understand the concepts of quality Customer Service. Of course there is a degree ... more

Customer Service

Contact Centers

July 28, 2011

Gavin Tremble and 11 other people answered this question

How can a company establish a customer service culture?

So true Dave. It often happens that employees who are dissatisfied with their management and work conditions will deliver poor service to customers. They display indifference... more

Customer Service

Company Culture

Customer Experience Management

Customer Loyalty

July 28, 2011

Gavin Tremble answered this question

What customer service principles and practices do you recommend all companies follow?

Business exists to satisfy the needs of the Customer. Therefore, the Customer is the most important person in the business. All Companies should follow the principles / practices:
1. The Customer is King
2. The Customer is always right
3. Products and Services must confirm to customer needs ... more

Customer Service

Customer Advocacy

Customer Loyalty

July 28, 2011

Gavin Tremble and 5 other people answered this question

How can organizations make the shift to a customer centric culture?

I believe in simplifying complex issues. A Customer Centric Business Culture is by its very nature a complex concept that requires a simple approach to realize success. There are a few principles, amongst others, that must be in place;
1. The focus is on the Customer ... more

Customer Service

Company Culture

Customer Centricity

Customer Experience Management

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Customer Service

General Management

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