DAP Consultancy Limited

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Happier customers make for better business

Happier customers make for better business

DAP Consultancy puts smiles on faces

DAP Consultancy are specialists in Customer Experience. Focused on maximising your business growth, customer loyalty and profits, by improving the experience your customers receive.

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Discover how to deliver exceptional customer experiences 

That help attract and retain customers

We've increased revenues, customer loyalty and customer satisfaction scores of start ups, small to medium size enterprises and large scale multi million pound corporations.

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Do you have a challenge that you need help with?

See what our expert knowledge, consultants and solutions could do for you...

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“You've got to start with the customer experience and work back toward the technology.” Steve Jobs

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Customer Experience is the make or break of a business. Marketing, product and CX must work together in harmony in order for a business to be a success. 

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We help you build a customer experience that is consistent, differentiated, builds loyalty and turns your customers into advocates. Completely bespoke to your needs.

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Find out more about how we help organisations optimise their customer experience and drive up their commercial value. 

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Client testimonials

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Some clients and organisations we have worked with

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In the fast-paced world of customer service, frontline teams are the backbone of any organisation. They are the first point of contact for customers and play a crucial role in shaping their experience. As a leader, it's essential to cultivate positive habits within your frontline teams to enhance customer satisfaction, promote employee well-being, and drive operational efficiency. Here are some key habits to instil in your frontline teams:

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  1. Active Listening: Encourage your frontline agents to practice active listening by giving their full attention to customers, empathising with their concerns, and responding appropriately. This habit fosters stronger connections with customers and helps resolve issues more effectively.

  1. Continuous Learning: Foster a culture of continuous learning by providing regular training sessions, workshops, and resources to enhance your frontline team's skills and knowledge. Equip them with the tools they need to adapt to evolving customer needs and technologies.

  1. Empowerment: Empower your frontline teams to make decisions and solve problems independently whenever possible. This not only boosts their confidence but also leads to quicker resolution times and increased customer satisfaction.

  1. Positive Attitude: Encourage a positive attitude among your frontline agents, even in challenging situations. A positive mindset not only enhances employee well-being but also has a ripple effect on customer interactions, leading to more positive outcomes.

  1. Effective Communication: Emphasise the importance of clear and concise communication within your frontline teams. Whether it's with customers or colleagues, effective communication minimizes misunderstandings and streamlines processes.

  1. Time Management: Teach your frontline agents effective time management techniques to prioritize tasks and handle multiple inquiries efficiently. This habit helps improve productivity and reduces stress levels among team members.

  1. Self-Care: Promote self-care practices among your frontline teams to prevent burnout and maintain well-being. Encourage regular breaks, offer support resources, and foster a work-life balance to ensure your agents feel valued and energized.

  1. Feedback Culture: Establish a feedback culture where frontline agents receive regular feedback on their performance and have opportunities for growth and development. Constructive feedback helps them refine their skills and strive for excellence.

  1. Team Collaboration: Foster a sense of teamwork and collaboration among your frontline teams. Encourage them to support each other, share best practices, and celebrate successes together.

  1. Adaptability: Finally, emphasize the importance of adaptability in the ever-changing landscape of customer service. Equip your frontline teams with the flexibility to navigate challenges and embrace innovation to meet evolving customer expectations.

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Incorporating these positive habits into your frontline teams' day-to-day routines can have a profound impact on various aspects of your organisation, from customer satisfaction and employee well-being to operational efficiency and beyond. By investing in your frontline teams and nurturing these habits, you set the stage for long-term success and growth in your customer service endeavours.

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What People Say

"Dan is an accomplished, disciplined, focused and solution driven individual, assisting both colleagues and clients in a consistently positive manner, gauging their needs at all times and always willing to take on new challenges and responsibility."

Director of Service Delivery, The Keyholding Company

"Dealing with customers is a very difficult area to manage, it requires a great deal of patience and empathy towards the public. Dan simply excels at this, not only a pleasure to work with, his experience is unbeatable, with him as part of a team you cannot fail!"

Global B2B Marketing and Communications Manager, Collinson

"Dan is such a nice person to work with. He is not only a great colleague but a very good manager. He is very creative, hands-on, and organized. He is the guy to go to when you need help with customer retention or complaints handling and is always open to discuss ideas and suggestions. I learned a lot about leadership from Dan, and it was a pleasure to be managed by him."

Customer Experience Lead, Boundary Technologies

"Dan worked across the organisation, combining his impressive experience in customer service with management information to explore and implement new and improved ways of working, ensuring that the decisions we made were for the benefit of customers."

Senior Data Analyst, Citizens Advice Bureau

"I have worked with Dan over the years, and he is one of the most passionate people I have had the pleasure to work with. He prides himself in identifying customer and business challenges and opportunities, not only by using his interpersonal skills but also by analysis, he looks at sensible opportunities and then overcomes them."

Head of Business Intelligence, Kingston University

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