Trusted

Donna Whitbrook, Lyn Bromley

• Are your people sabotaging your business by delivering poor service and failing to build trusted relationships?

• Does your pricing come under constant question?

• What is it that makes good organisations world-class?

In a world of increasingly digitised interactions, connecting on a human level is more valuable than ever. Being competent and doing a really good job is simply not enough. Today we must have the ability to create impact and maximise our personal presence in order to be positively memorable. Being a brand ambassador for our business and being able to engage with others confidently in order to build successful, professional relationships is key to outstanding performance.

By focusing on the skills that affect the client’s experience and the company’s ability to deliver excellent service, your organisation can gain a competitive advantage. You will benefit from improved profits, higher employee retention, a better reputation and sustained growth.

Discover the ‘T-Spot’ Model, and learn how to beat the ‘credibility thief' while our ‘credibility sleuth’ helps you to find the improvements that will transform your business.

Trusted is full of inspirational ideas, top tips and insights from our experience of helping our clients to deliver service excellence and become world-class organisations.

Welcome

Introduction

The T-Spot Model

Marginal gains

Things to look out for

Starting the journey

SECTION 1 Mindset

Growth mindset

What you can do to move to a growth mindset

How you can inspire your team to have a growth mindset

Emotional intelligence

Brain chemistry

Unconscious bias

Self-reflection

Priming your mind

Managing your mindset

Well-being and employee benefits in the workplace

Overcoming mindset barriers

Mindfulness

Credibility sleuth and credibility thief

SECTION 2 Communication

What is rapport?

Small talk or deeper connection

Hello, my name is…

Body language

Verbal communication

Communication styles

Understanding communication differences

Transactional or tailored?

Case study: Going from good to great after scaling up

Credibility sleuth and credibility thief

SECTION 3 Interaction

The importance of building outstanding client relationships

Visibility: The paradox of technology

Digitisation: Generational differences

Case study: Treading a fine line between digitised and personal interactions

The power of face-to-face

The human moment

Environment

Credibility

Case study: Building trust through quality interactions

Credibility statement

Client intelligence

Networking

Case study: Getting on the radar

Credibility sleuth and credibility thief

SECTION 4 Behaviour

Managing behaviour

Case study: Managing behaviour in the moment

Managing negative behaviour

Setting behaviour expectations

Creating an internal culture with a client-centric service vision

Positive behaviours

Non-negotiable standards

Case study: Keeping a family culture while expanding the business

Doing the right thing

Case study: PRIDE in their legendary service

Substantiated value

Case study: Client expectations of a global organisation

Case study: Client expectations of a low-cost organisation

Measuring behaviour

Client satisfaction

Rewarding behaviour

Service recovery

Behaviour in communication

Habits detrimental to building relationships

Brand sabotage

Removing barriers

Coffeegate

Credibility sleuth and credibility thief

5 Professional image

What we wear can make us feel more confident

Cycle of success

People judge us by what we wear

Reflecting the culture of your organisation while remaining authentic

Personal style: Blending in or standing out

How much authority you need to display

The type of clients you are meeting

What is appropriate for different situations?

Dress codes

The messages you wish to send out

Environmental considerations

Considering the ‘team look’

Summary: Professional image

Case study: Aligning personal brand with corporate brand

Credibility sleuth and credibility thief

Moving forward

Bringing Trusted to your organisation

Acknowledgements

References and research

Informations :

Editeur :

Practical Inspiration Publishing

Auteur(s) :

Donna Whitbrook, Lyn Bromley

Nombre de pages :

119

Tags :

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