Overview

The consequence of poor service is, today, amplified by the speed and reach of social media. One poorly handled transaction, one mistake captured on a smart phone, can escalate quickly into a brand-damaging crisis. The delivery of your organisation’s customer commitments requires a consistent application of necessary values by individuals at every touch point.

This high impact program has been designed to develop the skills and competence s of your customer service teams and to build capacity for delivering exceptional customer service. Participants will learn how to step up and develop engaging customer journeys, serve customers with empathy and genuinely address their needs to strengthen relationships.

Areas covered

• The customer-focused culture – what it means for you and your customers
• Deep customer knowledge and their evolving needs and expectation
• Transforming customer experience – From Moments to Journeys
• Functional and emotional customer needs and expectations
• Service, customer service, customer service excellence and customer experience
• Customer experience – Success, Effort, Emotions Model
• Three stages of customer interactions – beginning, performing and closing the service
• Customer communication: maximizing customer interactions to build value.
• Customer complaints – What it means and how it drives customer centric behaviours.
• Understanding customer conditions: comfortable, indecisive, demanding and angry customers
• What customers want: psychological Fix Vs, Logical Fix