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Creating CEOs: Customer Experience Owners |
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This Program Will
Enable Your Peolpe To: |
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Why You Need To Own Your
Customer's Experience |
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- See situations through their customers’ eyes and handle their issues while being pleasant, patient, and caring.
- Identify customer expectations and exceed them by going the extra mile.
- Gain customer trust by showing right from the start that they are “the only customer in the world” at that moment.
- Ask questions that help uncover customers’ true needs in a way that is not perceived as attacking.
- Explain information, issues, policies, and solutions in clear and simple terms to gain customer acceptance.
- Resolve complaints and tough situations by showing empathy and providing resolutions which benefit both the customer and your organization.
- Own the customer’s experience from start to finish!
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- Meeting customer expectations isn’t enough anymore. Customers expect you to exceed their expectaions!
- Customers who are merely “satisfied” will leave at the drop of a hat for a better price, more convenient location, or other reasons.
- Customers who’ve been burned will tell eveyone they know. With social media, virtually the whole world will know of their poor experience within hours.
- Exceptional customer experiences create loyal, long-term customers who recommend you to others.
- When your customers enjoy doing business with you, it makes your employees’ jobs much easier and much less stressful. Not only will you have long-term customers, your employee retention will be much higher.
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Will your customers stay with you even though you cost more than your competitors?
In today's economy you must be offering much more than a low price. You need to create an exceptional experience for your customers. |
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What Participants Say |
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| "The exercises, materials, and trainer were flexible enough to apply to anyone’s experiences in any part of their life – home, work, dealing with other customer service departments." |
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Phyllis Haag, American Benefit Plan Administration |
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| "I like the reported follow-up over the next 360 days. That is a first for training programs I’ve attended." |
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Paul M. Kato, Carestream Health |
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| "Has made me a better person, not only at work, but with everyday life." |
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Tim Kotlar, Mazda |
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| "I deal with frustrated people regarding broken processes. This will help diffuse anxiety." |
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John Davis, Compass Learning
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| "I really liked how interactive the program was – made it more fun and not just listening to someone speak." |
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Katheryn Fortenberry, Savannah College of Art & Design |
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In this highly interactive customer service program, your people will learn how to create customers for life – by taking ownership of every customer experience and treating customers as people! |
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