The Customer Experience

Gone are the days where customers were simply happy with the service you choose to provide.  People are more discerning about who they will spend their time or money with and organisations are realising that they have to work harder to attract and retain their clients.  Technology has 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’

  • Getting clear on 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

  • 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

  • How to stimulate dialogue

  • 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’s happening when someone complains

  • Perspective, judgement, and our self-serving bias – human factors that get in the way of being helpful

  • 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’. 

Bear Grylls

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Contact: Arlene Nicholson
Email: binspired.nz@gmail.com
Tel:  021 764 603
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