WOW! Customer Experience
Date: July 12, 2021
Time: 15:00 hours
Duration : 2Hours
Creating an outstanding customer experience generates increased customer spending. According to one report, 40 percent of consumers switched to buying from a competitor because of its reputation for great customer service, 55 percent cite great service, not product or price, as their primary reason for recommending a company, and 66 percent said that great customer service was their primary driver for greater spending.
The basis of good customer service is simple: treat customers with respect, make them feel confident and heard, provide the information they need, and make their shopping experience easy and satisfying. What makes it outstanding: providing quality service 100% of the time, making a personal connection with the customer, and surprising the customer (in a good way).
While creating an outstanding customer experience sounds simple enough, statistics prove it remains a challenge for most. In fact, one survey found that while 80 percent of companies believe they provide a “superior experience” to their customers, only 8 percent actually do according to their customers. This 2-hour instructor-led online webinar will show you what you can do to create a consistently outstanding experience for every customer and offers workplace tips, self-assessment exercises, real-life scenarios, practice activities, and more.
Treating customers with respect.
Making customers feel heard, understood, and confident that you will do your best to ensure the issue is taken care of.
Providing the information they need.
Making the customer shopping experience easy and satisfying.
Resolving any issues quickly.
Participants Will Learn:
Establish a company culture that encourages employees to create an outstanding customer experience.
Identify ways to show customers you care and to make every customer interaction memorable.
Explore techniques for de-escalating issues and developing loyal customers through effective problem resolution.
Discover how to ensure self-service systems offer the same outstanding customer experience as live customer interactions.