Customer Experience

Introduction

'People buy products emotionally and justify their purchase logically'.

This course will assist organisations understand the need for their customers to have a positive experience, not just 'service'. The course assists participants to understand their role from the customer's point of view as well as the organisation they represent.

Course Aim

To provide participants with the awareness and skills to provide the true meaning of customer service.

Course objectives

• To understanding their own behaviour in order to help others
• Focus on how to communicate effectively.
• Emphasis on non verbal language active listening skills
• Understanding of what can cause communicative conflict
• Developing awareness of how we interact and the need for flexibility.
• To explore the issue of customer 'experience' over 'service'
• How to isolate customer's real needs

Pre requisites

Aimed at participants who are tasked as customer service representatives or organisations where customer service is vital for all staff

Course content

Customer Service

• To be able to identify the priority issues of customer service.
• To understand that perception is reality.

Organisational procedures

• To understand the ethos of the organisations procedures.
• To utilise empathy and flexibility when dealing with rules.

Values

• To understand the importance of perceived customer values as opposed to your own values.

Communication

• To understand the need for a two way communication process
• Develop listening skills in order to hear questions clearly and address them accurately.

Understanding Behaviour

• To be able to understand ones own behaviour and how that might affect others.
• To be able to adapt and match ones own behaviour to create rapport with customers

Working together

• To be aware of the need to work closely with fellow workers.
• The importance of gathering information from conversations and telephone calls to pass on vital information.
• To recognise that how we behave affects the performance and confidence in others.

Asking Questions

• To understand the effect of questions.
• How to ask priority questions.
• How to generate conversation and interest through questioning and listening skills.
• To understand why customers do not always say what they mean.

Back to previous page