Delivering Excellent Customer Experience Face to Face
Anyone with a customer-facing role who feels their customer experience skills could be improved.
By the end of this course you will be able to:
• State what customers consider is a good customer experience care face to face
• Describe the effects of a poor customer experience care on the organisation and on the individual
• List the vital stages of effective customer experience delivery
• Successfully apply listening, questioning and summarising skills to improve the outcome of communication with customers at different stages of customer experience delivery
• Recognise the difference between assertive, passive and aggressive behaviours
• Apply a six stage process to handling difficult customer situations face to face
• Good customer experience care from the customer's perspective
• Who are our customers and what are their expectations of us?
• Impact of poor customer experience care
• The customer's journey - how our skills and behaviours impact on customer experience delivery and the customers experience
• Key skills in dealing with customers face to face
• Recognising assertive, aggressive and passive behaviours
• Six stage process for dealing with difficult customer situations
• Action Planning in customer experience
The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice
One day Workshop 09.00 to 17.00 with an hour for lunch
We can run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or email us.