T9: From Service to Total Experience: Customer Experience for Customer Service Professionals
Program Overview
Customer service plays an increasingly critical role in delighting customers. Every customer service professional should aim to go beyond handling an interaction, and instead focus on maintaining profitable relationships by delivering experiential service.
This program is designed to show customer service professionals how to transform every contact into delightful and profitable experiences. We will closely examine customer interactions and the profound impact intangibles of customer service professionals, such as tone of voice and general attitude, can have on the customer’s experience. This program will enable participants to embrace their role as a key differentiation creator within their organization and reaffirm their dedication to delivering superior customer service.
Utilizing case studies and exercises, participants will learn how to deliver delightful customer experiences in every call and leave lasting memories that create customer loyalty.
Program Topics
- Moment of Truth performance
- From customer calls to customer experiences
- Customer experience principles
- Memories and their impact on customer loyalty
- A WOW performance – New customer expectations
- Be human – Treat customers with an emotional engagement
- Your role in the customer’s experience
Duration: ½ Day – 1 Day
Audience: Customer Service Professionals
Logistics: Participants will be provided with a workbook and a certificate of completion. Customized exercises are available upon request.