It’s Not Rocket Service: Managing, Meeting and Exceeding Customer Expectations
Exceptional Customer Experience and Customer Service should… not … be … hard. We all know what good customer service is and what bad customer service is, and yet we still tolerate and often engage in the bad service we hate.
In this workshop, we focus on the human interaction between employees and customers, both internal and external, and why customers behave the way they do.
Participants learn and practice showing empathy, apologizing, connecting immediately, asking questions, listening, explaining, and dealing with difficult customers, as well as your client-specific issues.
- Why difficult customers are not necessarily difficult people when faced with difficult situations. Many factors go into why a customer is difficult.
- The importance of knowing that all customers and all employees are human beings, not account numbers, demographics, or the sum of their purchases.
- How customer interactions are never about you and always about the customer.
- How to empower people with clear understanding of when, where, why and how they can make decisions for or about the customer.
- Why you can feel safe trusting customers with the truth. ALL customers
Leading an organization that is trying to create and maintain a customer-centric culture takes more than the leadership skills taught in generic leadership courses.In this program, Leadership for a Human-Centered Organization, Steve shows how you can help your team become laser-focused on customers and create experiences that are better than expected and different from your competitors.