Exceptional Customer Experience

Exceptional Customer Experience

Customers tell a story about their day to someone at the end of their day. Customer service professionals are, many times, the author of those stories, good or bad. An amazing product or service that is accompanied by poor customer interaction can derail sales, affect service and compromise an organization’s reputation. And in today’s world, the velocity of bad word of mouth is hard to negate.

This workshop will empower and equip your people to provide an extraordinary customer experience the first time (and time and time again).

At the end of the session participants will:

• Describe the foundation of never forgetting what it’s like being a customer.

• Understand: The customer’s always right? It’s completely irrelevant. The customer just needs to be heard. They will always remember how you made them feel.

• Describe Owning your Behavior with customers: stop judging, start helping

• Demonstrate best practices in phone skills and e-communication

• Identify handling escalations/defusing unhappy customers

• Demonstrate how to apply emotional comfort in every interaction

• Demonstrate The Big Five:

  • Prepare: Remember emotion creates emotion. You are in charge of your reaction.

  • Acknowledge/Apologize

  • Listen (without your answer running). Check tone of voice. Body language (even in phone work).

  • Act (Fix, don’t Fight)

  • Apply additional generosity (do what they expect and more).

• Describe the 6 Emotional Skills Sets to serve the customer

• Describe professionalism and etiquette

• Describe how to foster creative thinking and problem solving: tapping into wisdom of peers

• Complete a Personal Action Plan

Content can be customized to your specific learning objectives and business needs.

For a price quote (discounted for EA members) and a full proposal:

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