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
Delivery Elements
