Creating Customer Delight
Organisations survive and flourish because of customers. Organisations deploy various methods to acquire its’s customers . while it is important to acquire new customers, it is more important to retain its customers. In today’s competitive world, where the customer is the king owing to the options available, retaining customers is not possible without delighting the customers via a positive experience. Since delivering an experience involves people to people interaction the service teams need to be skilled in creating repeated delight for the customer.
GrowthSqapes’ solution on creating customer delight provides a comprehensive introduction to proven customer service skills and methods that create customer delight by orienting participants to principles of customer service and teaching them new skills to deliver a superior and patented customer experience.
Objectives
- Improve understanding of principles of service and service skills of team members
- Create an organisation specific and standard service philosophy and approach
- Improve the adherence to the service process and cultivate a service discipline
- Enhance the sensitivity towards customer and customer experience.
Who Should Attend
Anyone new to a service role, or one who has some experience but no formal training in service and would like to understand more about the ways to create customer delight by their skills.
Key Learning for Participants
- Understand what makes a great service person
- Learn the components of service and ways of creating customer delight via actions
- Learn to handle an irate or complaining customer
- Proactively identify opportunities for creating delight.
Business Impact for Organization
- Increased role effectiveness of the service team member
- Improved CSAT score, NPS and customer loyalty
- Creation of more market opportunities via brand positioning
- Reduced customer complaints.
Design Elements
Organisational diagnostics
Training workshops
Webinar
Coaching sessions
Certification
Delivery Elements
Facilitation / presentation
Activity / simulations
Role play / real play
Case Study Discussion
Audio Visuals
Creative Complaint Handling
The ability to handle customer complaints in a professional manner, using the appropriate skills and mindset is extremely crucial to retaining a customer. Complaint handling has got two aspects; one is the customer himself and the other is the complaint itself. As good complaint handling skills act as an influencer to customer satisfaction, loyalty and retention, it makes business sense to up-skill the service team on the same.
GrowthSqapes believes that the creativity of the service team members in handling complaints need to be developed to ensure that it showcases the brand and act as a strong influencer to customer experience.
Objectives
- Improve understanding of customer’s emotions during a complaint
- Create an organisation specific and patented complaint handling philosophy and approach
- Improve the adherence to the complaint handling process and cultivate a service discipline
- Enhance the sensitivity towards customer and customer experience.
Who Should Attend
Frontline service professionals who need to handle customer complaints on a daily basis to provide a positive customer experience.
Key Learning for Participants
- Build an understanding of customer emotions during a complaint
- Understand ways to empathize with customers
- Learn ways to handle complaints creatively
- Learn both the functional and behavioural skills pertaining to complaint handling.
Business Impact for Organization
- Reduced customer complaints
- Increased role effectiveness of the service team member
- Improved CSAT score, NPS and customer loyalty
- Better brand reputation.
Design Elements
Organisational diagnostics
Training workshops
Certification
Delivery Elements
Facilitation / presentation
Audio Visuals
Role play