ENHANCE CUSTOMER EXPERIENCE

Fantastic product or service, but feel you could have a stronger customer service culture within your team or organisation? Are you unsure of the journey your customers take when they engage with you, your team or your products and service? Perhaps you’d like to upskill your awesome team with additional communication tools to take their Customer Service delivery - and confidence - to the next level.

A fun and interactive workshop, Enhance Customer Experience is designed to build on, or create, a strong and lasting Customer Service culture within your teams and organisation.

It will tap into - and celebrate - your teams various communication styles and authentic approach to Customer Service, while encouraging each individual to take ownership of their role in the Customer journey for greater customer, and team member satisfaction.

My program can be tailored to a variety of skill and experience levels and includes the following topics.

  • LESSON 1.

    CREATING AN EFFORTLESS SERVICE CULTURE

    Are you creating raving fans for your business and impressing your customers every time you interact with them?

    Does every team member have the skills, knowledge and attitude to create great customer experiences throughout the customer journey?

    OUTCOMES

    • Define and understand the importance of Customer Service at all levels of the organisation

    • Conduct a customer touchpoint audit for greater awareness of the customer journey

    • Tips to create positive and lasting relationships at every stage of your customer’s journey

  • LESSON 2.

    WE ARE ALL WONDERFULLY DIFFERENT

    Do your team members have an awareness of their unique communication style and the styles of those around them?

    OUTCOMES

    • Increase awareness of your own communication style and the styles of those around you

    • The impact of our style when dealing with different customers

    • Communication strategies to deal with different styles for better outcomes

  • LESSON 3.

    THE POWER OF POSITIVITY

    Our language has the power to create effortless and more engaging experiences for our customer - regardless of whether we are handling a difficult or easy situation.

    OUTCOMES

    • Positive Language and how to reengineer the experience for your customers

    • How to under promise and over deliver

  • LESSON 4.

    STRUCTURE, STRUCTURE, STRUCTURE

    While we want our teams to sound authentic, structure and consistency is KING in customer service - especially when dealing with difficult or complex issues.

    OUTCOMES

    • Understand the 3 stages of any customer call or interaction

    • Learn ways to control and shorten these interactions

    • Apply best practice standards for your team

    • Tips to leave the customer and your team feeling satisfied

  • LESSON 5.

    COMMUNICATING WITH CONFIDENCE

    In today’s fast paced, instant gratification world, Customer Service professionals need to be even more proficient at problem solving. Want to increase the skill and confidence of your team when communicating with customers in everyday, and complex, situations?

    OUTCOMES

    • Different questioning techniques and when to use them

    • Active Listening Skills and Empathy

    • Assertiveness techniques

  • LESSON 6.

    HANDLING TRICKY SITUATIONS

    With customer service comes the pressure of dealing with difficult situations. This section aims to equip your teams with additional tools to increase resilience and confidence.

    OUTCOMES

    • EQ and why it’s important

    • Dealing with complaints professionally and patiently

    • Angry customers vs Abusive Customers

    • Learning from the negatives and turning situations around

    • Bouncing back after a negative interaction

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