#rcatraining

Jul 6, 2019
1 min

Enhancing your relationship with Customers

In this excerpt from our customer relationship digital training programme, our director of projects, Rob Arnold chats about the customer relationship and how you and your team can connect more effectively with the various profiles you call your target market. For more information on RCA's culture development training & measurement programmes, email info@rcaconsult.com or chat live with us by visiting www.rcaconsulting.biz. #customerrelationships #customerretention #customerlo

May 21, 2019
2 min

Human Behaviour & the Customer Experience

Achieving consistency in human behaviour is no mean feat. Cut away all the complexity and what one finds is that customer service is very much a reflection of the state in which the person attending to the customer is in at any given moment. A negative state from the staff results in the customer receiving the bare minimum if they are lucky. A positive state creates a very different perspective where the possibilities to exceed customer expectation become endless. If we do no

Apr 9, 2019
2 min

Seeing the Bigger Picture

One of the greatest challenges as leaders of a customer-facing operation is the ability and discipline to consistently seek to see the bigger picture. Why is this relevant and important to us, because this is the way our customers see our value proposition. The truth of the matter is that our customers don't care about the departments which segment the staff within your company. Our customers see one experience that encompasses a start, a middle and an end. Within that journe

Mar 18, 2019
1 min

Effective and Impactful E-Learning

RCA successfully launched their tailored e-learning offering in 2017 and has subsequently integrated this channel of learning extensively throughout the customer experience development offering. Projects Director, Rob Arnold discusses the offering in more detail in the latest video. #elearning #elearningforhospitality #elearningforretail #elearningforwineestates #tailoredelearning #tailoredlearningsolutions #bespokeelearning #elearningcapetown #elearningjohannesburg #elearnin

Mar 4, 2019
3 min

The drivers of Human Behaviour in the Workplace

What drives human behaviour? It's certainly not the first time the question has been asked in the context of the workplace. In the 10 years I've been working with SME's as well as corporate organisations, four common threads have revealed themselves in the companies that seem to achieve more consistent staff behaviour. 1) Mechanisms to translate Values into behaviour. Any company can compile a set of values that, on paper, sound fantastic. The values read so well you immediat

Feb 14, 2019
1 min

What drives Human Behaviour in the Workplace

What drives human behaviour within customer-facing teams? How do you get a team to operate at a consistent standard? In this short piece, we look at 2 key drivers that leaders must address in their training and coaching strategies. #culture #humanbehaviour #customerloyalty #Culturefit #howtotraincustomerexperience #companyculturedevelopment #CustomerExperienceTips #customerexperiencestrategy #RobArnoldRCAConsultng #rcaconsulting #RCATraining #rcamysteryshopper #productknowled

Jan 28, 2019
1 min

A Key Attribute of Customer-Facing Staff

The first in a new series of key attributes of customer-facing staff. Let's start with one of the most important when deciding on new hires. #Hiringcustomerfacingstaff #Hiringthebeststaffforcustomerservice #Recruitment #recruitmentstrategy #culture #retailcustomerservice #hospitalitycustomerservice #rcatraining #rcaconsulting #RobArnold #RobArnoldRCAConsultng #HiringtoCulture #Culturefit #EQ #EmotionalIntelligenthiring

Jun 28, 2018
1 min

The Memorable Series: Wine Experiences

The cellar door experience is a wonderful opportunity to connect with the customer and leave them with more than just a bottle of wine or two. This short video looks at the key ingredients to a highly memorable cellar door experience. #WineExperiences #winetourism #wineinnovation #winesales #wineservice #wineknowledge #winetasting #learningaboutwine #wineservicetraining #rcatraining #CellarDoorExperience #cellardoorservice #cellardoortraining

Jun 22, 2018
1 min

The Memorable Series: Retail Experiences

We've compiled a few key learnings about what constitutes a memorable retail experience for the modern customer. #retailexperience #CustomerCentricity #CustomerExperience #retailcustomerservice #retailtraining #rcatraining #RCAConsulting #UserExperience #CXdevelopment #retailstrategy #retailing #retail #retailbranding #retailexperiential

Jun 18, 2018
1 min

We are the Sum of our Interactions

A philosophy which sits at the core of how we approach training and measurement with our clients is that we are the sum of every interaction we have with our customers and colleagues. This short insert sheds further light on that philosophy. #UnderstandyourWHY #UserExperience #CXdevelopment #CustomerCentricity #LeadershipofService #RCATraining #RCAConsulting

Jun 14, 2018
1 min

Training to Contemporary Customer Needs

A look into our focus in terms of training and how it is aligned to contemporary customer needs. #customerjourney #CXdevelopment #RCATraining #StaffTraining #CustomerExperience #OrganisationalCulture #StaffRetention

Jun 12, 2018
1 min

The balance between WHY & HOW

A brief look into the important balance between WHY and HOW when it comes to changing staff behaviour. #StaffRetention #customerjourney #UserExperience #Aneffectiveleader #LeadershipofService #RCATraining #rcaconsulting #CompanyCulture #CXdevelopment #FindyourWHY #Userexperience #Teamdynamics #EffectiveManagement

Jun 11, 2018
1 min

Clarifying Expectations

Clarifying expectations is a critical step in the process of building a progressive company culture focused on the customer. Research shows that most employees struggle to gain complete clarity on how to best succeed in their area of work. This is mostly due to ineffective communication from managers and the leadership of the company. #customerjourney #UserExperience #CustomerCentricity #RCATraining #CompanyCulture #LeadershipofService #StaffTraining #StaffRetention

Jun 7, 2018
1 min

Exploring our WHY

A brief look into why we exist and how we define what we do everyday. #UnderstandyourWHY #RCATraining #RCAConsulting #CustomerExperience #customerexperiencestrategy #CustomerCentricity #customerjourney

Jun 1, 2018
1 min

Acquiring the Right Customer Information

A short video on the most important information your team should be acquiring from customers during service. #CustomerServiceDevelopment #CXdevelopment #CustomerCentricity #LeadershipofService #RCATraining #StaffTraining #CompanyCulture #HumanCapitalDevelopment #RCAConsulting #EffectiveManagement

May 28, 2018
1 min

Ensure you receive great Service as a Customer

We often expect great service but forget we have the power as customers to influence the end result. Here are a few tips to get the service that creates the positive memories. #CustomerServiceDevelopment #CX #RCAConsulting #RCATraining #CustomerCentricity #CustomerExperienceTips

Jan 25, 2018
1 min

The Pursuit of Service Excellence

Let's hear from one of the service champions we work with at Pearl Valley. Mindset to work plays a significant role towards ensuring consistency in service excellence. AB's gratitude towards his work is nothing short of infectious. #PearlValley #PearlValleygolf #GolfExperience #5StarGolfExperience #RCATraining #PearlValleyStaffTraining #GolfCustomerService