Customer Experience Outlines

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1 Customer Experience Outlines

2 Professional Persuasive Language Customer satisfaction is a feeling and a perception. The consummate professional manages perception so that the customer always feels cared for and attended to. This program teaches specific communication skills proven to create a positive experience for customers even when reality may be less than positive. Present a consistently professional, helpful image to customers; Control focus and perception; Communicate everything positively, even negative news; Improve problem solving and creativity; Work collaboratively with customers and coworkers to resolve concerns; Avoid inadvertently irritating customers or losing credibility; Lead customers to best solution with persuasive language patterns; Avoid It s not my job trap; Under promise and over deliver without cushioning estimates; Avoid blaming coworkers; Maintain control of conversations and guide customers to avoid delays; Defuse customers anger and focus them on solutions; Feel proud about one s role; Avoid customers challenging one s authority and asking for a supervisor. 1) Professionalism Defined Control Focus & Perception Honor Limitations & Laws Help Customers Feel Good 2) Language Go the Extra Mile Every Time Never Say, No Navigate Gray & Complexity Build a Positive Brand 3) Authority & Credibility Turn No into Yes Enforce Policy Seamlessly Leverage Pitch & Inflection Combination of lecture, exercises, case studies, role plays, and fun are used. Half-Day Page 1 of 5

3 Listening So Customers Feel Heard Listening is powerful. It can be the key to defusing an angry customer, creating rapport, and having influence. This program provides attendees with skills to improve their listening so they can improve upon relationships. Additionally, they will learn how to leverage relationships to be more helpful and more influential. Listen so customers feel heard; Stop letting the same obstacles interfere with listening; Increase listening retention; Improve understanding; Reduce errors due to poor listening; Remain in control of conversations; Guide customers to provide the needed information; Understand listening styles; Use questions effectively; Improve customer s sense of satisfaction and being understood. Half-Day 1) Listening Assessment Identify Strengths, Weaknesses, Holes 2) Proactive Listening Skills Verbal & Visual Attending Naïve Listening Good Questions Mental Imagery Appropriate Empathy Paraphrasing 3) Listening Barriers Environmental Personal Mental Physical Combination of lecture, exercises, and case study are used. Page 2 of 5

4 Customer-Focused Attitude Sociologists claim that customer service is emotional labor. Customers can get mad, yet the customer service professional cannot. Keeping customers happy all day while remaining happy is the domain of the consummate professional. This program teaches attendees how emotions are created and how to control them regardless of outside influences. Believe that attitude is completely controllable; Project professionalism regardless of personal or work stress; Recover quickly after difficult customer interactions; Increase energy level at work; Expand creativity and problem solving; Find a positive in any perceived negative; Avoid taking things personally; Honor negative emotions; Reduce burnout. 1) Emotional Principles Impact On Customers Impact On Performance Impact On Coworkers 2) Emotional Control Mental Strategies Body Language Strategies The Game Face Emotional Reset Button Emotional Habit Rewiring 3) Stress Management Honor Negative Emotions Being On vs. Being Off Avoid Burnout Half-Day Combination of lecture, demonstration, and exercises are used. Page 3 of 5

5 Building Rapport with Anyone Perception is reality. Many professionals perceive that customers and coworkers who are different from then are wrong, weird, or difficult. This program destroys that myth. By the end of the program attendees understand themselves, their customers, and their coworkers. They can even laugh at the idiosyncrasies of themselves and others allowing for an instant improvement in customer satisfaction, collaboration, and teamwork. Get along with more customers and coworkers more easily; Personalize service to each customer s and coworker s style of doing business; Satisfy more customers more of the time; Avoid taking things personally; Appreciate differences in customers and coworkers; Build on one s own strengths; Minimize weaknesses individually and as a team; Increase morale; Understand self and habits; Improve internal customer service and teamwork; Reduce tension between departments. Half-Day 1) Rapport Understand Rapport Achieve Rapport Leverage Entrainment 2) Personality Styles Anticipate with a Typology Discover the Two Dimensions Know Thyself 3) Understand Others Use Cheat Sheet for Each Style Entrain Style for Rapport Personalize Service Improve Teamwork 4) Real World Type with 2-Question Test Use Only When Necessary Complement Each Other Combination of lecture and exercises are used. Page 4 of 5

6 Customer Service Leadership This program helps leaders, managers, supervisors, and directors help their employees deliver outstanding customer service. Customer service starts at the top and filters its way down. Attendees leave with an understanding of how to set clear strategy, motivate, and enable their staff. Define clear strategy using the impossible triangle; Check strategy against simple profit and loss statement; Translate strategy and finance into a mission that can be communicated to motivate staff; Identify key standards and goals to implement strategy and deliver financially; Deliver great service consistently using standards; Improve service using goals; Identify measures that can be used to reward, recognize, and coach. Facilitate better internal customer service; Improve communication with employees; Separate and honor the two levels of service; Become dedicated to leading through example. 1) Strategy & Clarity The Impossible Triangle What You Do Really Well What You Don t Do Really Well What You Might Not Do At All 2) Finances Basic Profit and Loss How Service Creates Profit Finances, Impossible Triangle & Service Decisions 3) Motivation Service Motto Communicating to Inspire Standards & Goals Measurement & Reward Recognition When Things Go Right Coaching When Things Go Wrong 4) Two Levels of Service The Organizational Level Personal Level A System For Giving Employees Influence 5) Communication Skills Praise in Public Liked Best/Next Time Napoleon Method Perception Checking Tracking Accomplishments Coaching Two Days Page 5 of 5

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