CUSTOMER EXPERIENCE MANAGEMENT

 COURSE DESCRIPTION 

Providing excellent customer service,

whether it is external or internal is very essential and vital for the continuous growth and success of any organisation. This course will help participants develop and hone their customer service skills. Organisations thrive and excel when employees go over and beyond to meet clients and stakeholder’s expectations.  

LEARNING OUTCOMES 

At the end of this training participants will achieve the following: 

• Improved Self-management and Projection (communications) serving both internal and external customers. 

• Become “story makers” by correctly analysing and developing Customer Experience situations that lead to positive “story-telling” by the customer. 

• Demonstrate that a paradigm shift has occurred as a result of clear understanding of the concept of Customer Service and how it shapes the industry globally and locally. 

• Implement various Customer Service tips and strategies as an enhancement to current selling practices. 

• Develop aligned attitudes and behaviors to Organization’s expectation.  

• Leverage on positive customer experiences to create very positive reviews. 

•    Demonstrate behaviors of helpfulness, genuine interest and respect for customers.      

COURSE OUTLINE 

• Expanding Our Definitions- Expanding Our Perspectives 

• Customer Service Experience Fundamentals 

• Identifying the customer 

• The Customer-driven organization  

• Understanding the basic needs of the customer 

• Simple Actions, Huge Returns 

• Understanding and managing customer expectations  

• Bridging the gap between customer expectations and experience 

• Service Quality Principles – Rater 

• Moments of Truth and Points of Influence in Customer Service Experience 

• Understanding Customer Experience Ecosystems 

• The Right Attitude 

• Managing Your Emotions with the Customer 

• Creating unforgettable customer experiences 

• Improved Communication Skills for Better Customer Experience

TARGET AUDIENCE  Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.  

DURATION: 2 Days