Keeping customers happy means better and more rewarding business volumes. Customers’ perception of offered service is the reality of every business in the market space. In this age where information is pervasive, Customers know what “Good” looks like. Unfortunately, “Good” does not create a story anymore, especially in a competitive market; “Excellence” does and comes with a huge reward. It takes a great sacrifice of time, energy, and exceptional attitude to build an excellent customer relationship but only moments to destroy.
Business Growth via Customer Retention demands certain skills. This Customer Experience Management Training will entail several invaluable sessions that will show attendees how to serve customers better and improve themselves in the process. Participants will be provided a strong skill set including in-person and over-the-phone techniques; the critical role of emotional intelligence; dealing with challenging behavior; and helping the organization generate return business. Every organization has its customers. Being in the front line of an organization, serving the people who buy your products or services can be demanding and require certain skills. There is even more demand on client-facing staff because of the uniqueness of the services rendered by different organizations and the need to run an efficient customer-centric organization in retaining all customers, including High-Net-Worth Individuals (HNWIs) and potential HNWIs.
Learning Outcomes
At the end of this training, participants will:
- Identify customers’ needs in their specific business scenario
- Understand the concept of Customer Experience Management and its application
- Learn how to engage effectively with HNIs and other key customer personas
- Understand the impact of customer experience on profitability
- Understand how to better manage conflict resolutions
- Have heightened awareness of the impact of EQ on conflict management and proactive behaviours
- Have a better understanding of how to interpret feedback survey results and to incorporate in ways of working
At the end of this training, your organization as a business will:
- Have more enlightened employees giving a better service to customers
- Have a more effective customer service strategy
- Understand the major pain points existing in our customer journey
- Have a partner that can support with measurement and continuous improvement of CX across the firm
Course Module
DAY 1
- The Concept of Customer Experience Management
- Why Customers Leave
- Emotional Intelligence & Attitudinal Change in managing relationships
- Difference between Loyalty and Satisfaction
- Service Profit Chain Case study
- Profiling needs and expectations of (HNIs)
- Customers HNIs communication and expectation management
- Pain-point Mapping from existing customers
- Case Studies & Online Gamification
DAY 2
- Having a Customer-Centricity mindset
- Customer Experience ROI Building Blocks
- Customer Experience Measurement
- Case studies & Online Quiz
- Case study on real customers
- Rules for Successful Customer Experience Management
- Journey Mapping Case Study Preparation
- Customer Experience Framework mapping:
- – Customer Journey Mapping
- – Customer Personas
- – Customer Touch Points
DAY 3
- Case study on real customers
- Rules for Successful Customer Experience Management
- Journey Mapping Case Study Preparation
Who Should Attend
Customer Care Executives, Relationship Managers, Business Development Managers/Officers, Client Service Officers, Sales & Marketing Team Leaders/Executives.
Training Delivery Techniques
For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.
