Gone are the days where customers were simply happy with the service you choose to provide. People are more discerning about with whom they will spend their time or money. Organisations are realising that they have to work harder to attract and retain their clients. Technology and social media have had a profound impact on word-of-mouth recommendations, leaving bad or no press a recipe for closing your doors.
This programme helps all staff to identify what experience they want their customers to enjoy and what they want them to say about them. It's a foundations programme for anyone in your organisation.
Part 1 – FROM BASELINE TO THE IDEAL
Define customer-driven and decide if you still want to provide "customer service"
Clarify what you want your customers to know, feel, and do after interacting with you
Audit how your service shapes up to your ideal
Understand how consumers make decisions and which buttons to push
Part 2 – WORKING THROUGH THE PROCESS
Realize that everything counts – take stock of everything that says “welcome”
Learn how to use your most valuable tools – your body language, voice, and choice of words
Learn to speak a customer-driven language – it’s all about them
Wrapping up and following up
Part 3 – WHEN THINGS GET TRICKY
Realise what happens when someone complains
Understand perspective, judgement, and our self-serving bias – human factors that get in the way of being helpful
Learn how to de-escalate tension and turn things around
Part 4 – KEEPING IT REAL AND RELEVANT
Coaching on real work examples
“The difference between ordinary and extraordinary is often just that little word "‘extra."