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Overview

Do your customers trust you? Now, don’t just answer “Of course!”; stop and think about it. Is your organisation credible, is it reliable, is it honest and transparent? Is your organisation trustworthy?

Topics include:
  • Trust, Loyalty and advocacy
  • The Importance of Social Media
  • Empowering Your Team
  • Earning Trust and Keeping Promises
9
Video Lessons
30 min
Approx. Training Time
eBook

Skills covered in this module

  • Behaviour
  • Conflict Management
  • Problem Solving
  • Customer Service
Video Lessons
  • Introduction

    Introduction

    Do your customers trust you? Now, don’t just answer “Of course!”; stop and think about it. Is your organisation credible, is it reliable, is it honest and transparent? Is your organisation trustworthy?
  • What is Trust?

    What is Trust?

    Customers rarely do business with organisations they don’t trust. So, what do we really mean when we talk about customers and trust?
  • Trust and Social Media

    Trust and Social Media

    The importance of building trust with your customers is amplified more than ever before, due to the impact of social media. Today’s customers are much savvier about how an organisation is portrayed, and online reviews are becoming the go-to for customers making purchasing decisions.
  • Empower Your Team

    Empower Your Team

    If you genuinely want your customers to trust you, you need to trust them. You also need to trust your team. Every employee should be empowered to make decisions that are in the customers’ best interests.
  • Are You Wearing Away Your Customers' Trust?

    Are You Wearing Away Your Customers' Trust?

    Does your organisation wear away at your customers’ trust in lots of little ways? Do you make them fill out endless documents? Do you make them wait for long periods on the phone or in a queue? Are they required to repeat themselves to multiple team members every time their call is transferred?
  • Trust and Data

    Trust and Data

    Almost all organisations hold some sort of private customer data. Perhaps it’s simply an address or contact details. Maybe it’s credit card information or purchasing history. Whatever customer data you hold, it needs to be treated with the utmost respect and security.
  • When Trust is Broken

    When Trust is Broken

    Breaches of trust do happen. What matters thereafter, is how you react. Bouncing back from a breach of trust is possible, if you have enough customer goodwill and if you demonstrate a willingness to fix the problem quickly.
  • Managing Customer Expectations

    Managing Customer Expectations

    You earn your customers’ trust by keeping your promises to them. This means that it’s vital you manage your customers’ expectations. You cannot over-promise and under-deliver and expect customers to trust you. You can’t say you’re going to do something without backing it up with action.
  • Congratulations

    Congratulations

    Spending the time to truly earn the trust of your customers is one of the most valuable investments any business can make. The more your customers trust you, the more likely they’ll be to do business with your organisation.
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