Huthwaite customer CARE skills

Is it really possible to please all of your customers all of the time? In business, customer service performance levels vary massively depending on particular individuals – some are naturals whereas others struggle, particularly with more challenging customers. We can help ensure all your people have the skills to make that aspiration achievable.

Our roots have always been in research. In the 1970s observation of over 6000 sales meetings led Huthwaite to identify the naturally occurring behaviours used in successful sales meetings, the behaviours now known as SPIN^®.

Adopting the same methodology, we’ve developed our CARE behavioural model, which focuses on customer service skills. CARE provides a framework and structure that lies at the heart of effective customer service. By identifying the essential skills necessary to create value at every customer touch-point, CARE enables employees to understand the needs of the client and communicate appropriate solutions effectively to maximise customer satisfaction.

The skills and behaviours within CARE are more than just a nice way to treat customers. With many companies looking to minimise the time spent interacting with customers but maximize the effectiveness of that time, there must be a balance between revenue and relationships. Customers can be challenging, so we’ve developed techniques to support win-win solutions, even in the most difficult of circumstances. Being able to say 'no' to a customer effectively and yet still gain their commitment and ongoing loyalty is a key skill of the most accomplished customer service professionals, and one we’ll help your team understand.

Ultimately, by focussing on keeping control of customer interactions, always being approachable and responsive to client needs, customer service excellence can become the accepted norm and not just an aspiration.

To find out how CARE can impact positively on your business, please contact us.