WOW! Customer Experience 

Date: July 12, 2021
Time: 15:00 hours

Duration : 2Hours

Introduction

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.

Key Topics:

• 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.

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