You never get a second chance to make a first impression. This class will explore how to make a good first impression AND how to make a good second, third, fourth, etc. impression.
Providing Excellent Customer Service – Overview:
Our jobs have us interacting with our customers over and over again, and we wouldn’t be here without them. We want them to continue to work with us, to continue to leverage our products and services, and they’ll be more likely to do that when they know we care enough to delight them. So how do we delight the customer?
We start with effective communication – and we make an effort to communicate to our customers that they matter. We do this through words and actions, in our voice, and in our messages. Communication is critical to our success, and yet, many of us don’t commit the time and effort it takes to communicate well in all of the interactions we have with our customers – both internal and external – on a day to day basis. And communicating well with our customers, even in (or maybe especially in) those high-stakes moments, is both challenging and necessary. Taking even a few moments to consider and hone our approach to communication, especially in the tough moments, can provide an exponential return on any time we’ve invested.
In this class we will explore what it means to delight the customer, especially through effective communication, and even in the tough moments. This session will introduce the three principles of effective communication, a handful of easy-to-remember acronyms around delighting the customer, as well as a reusable communication and interaction tools to have at your fingertips whenever you encounter tough moments.
Providing Excellent Customer Service – Objectives:
By attending this course, participants will:
- Encounter four truths about delighting the customer
- Gain simple, easy-to-remember tools to help improve customer experience
- Explore three principles of effective communication and how they apply to you
- Practice using a reusable tool that will help you manage communications
- Discover a simple technique to you help manage difficult situations and conversations
- Find one way you can commit to delighting your customer, starting right now