70% of the reason a customer is satisfied with their experience is based upon their interaction with team members. That means that only 30% of your ability to keep customers happy is based upon your product or service features.
All of us have had customer service experiences that didn’t quite live up to our expectations of a brands promise. Service intensive businesses have their work cut out for them because human beings complicate service delivery.
This workshop gives participants new insight into what customers expect and barriers that exist to providing exceptional service. Participants learn their own as well as customer behavioral styles to better interact. Students gain new insight into effective communication and learn to implement easy to use models for working with customers who are disgruntled and who have had service disruptions.
The session employs practice exercises and role-play to help participants immediately practice new concepts covered.