A journey through the mindsets of Customers and the Customer’s perception of Customer Care
Our journey starts with an eye-opening demonstration how our emotions influence what we believe and think. Emotions that will also influence how our Customers perceive Customer Care. It should not be a surprise that the Customer’s perception of Customer Care does not always reflect the way we measure the efficiency and effectiveness of Customer Care.
We might have followed all our procedures and performed all tasks according to our service manual, and still leave the customer behind without solving the issue at hand or answering the questions the customer had. How can that even happen?
A major contributor in the gap between Customer Care and Customer’s Care is that we have conditioned ourselves on our services and systems, and in the process lost the connection to the perception of our customers. The Human Element in Customer Care allows organizations to realign with the emotional perception of Customer Care from the Customer’s perspective. Little things will make a big difference, good and bad!
About Dr. ir Johannes Drooghaag
Dr. ir Johannes Drooghaag, commonly known as JD, started his career in Applied Information Technology and quickly realized that the development and complexity of technology outpaces the development of our understanding of technology.
Working based on the principal that we don’t have to understand the bits and bytes to use technology, but we must understand how to use it optimal and secure, Johannes developed a wide range of consulting services, training programs, keynotes and workshops to allow people and organizations to do just that: embrace technology in the optimal and secure way. The Human Element in Cyber Security, The Human Element in Agile and Cyber Security for Road Warriors (and Couch Potatoes) are examples of these programs.
Working as consultant, trainer and speaker with clients and partners around the globe, the mission is crystal clear. Bridge the gap between what we do and what we know.
I am JD. I love what I do, and so will you!