Improving Customer Experience will create more loyal customers, lowering the cost of doing business and increasing sales revenue. This interactive full-day session will cover the key principles and processes needed to transform your customers’ experiences. The session will have a ‘hands-on’ approach and will provide the opportunity for delegates to practise skills in relation to taking customer service from good to great in your organisation.
The session could include:
- Hygiene Factors – Getting the basics right every time as a foundation to excellent customer service
- Surprise & Delight – How to go the extra mile to surprise and delight your customers
- Acres of Diamonds – How a historical story about a farmer in Persia can help delegates understand the importance of focusing on all customers, not just new ones.
- Thinking Outside-In not Inside-Out – Often, organisations make decisions which they know will benefit the company and hope will benefit the customer. This is inside-out thinking. Hope is not a plan! Companies that deliver great customer service think outside-in.