Introduction
Customers are the backbone of any organization. The importance of customer satisfaction cannot be overemphasised because customers are the drivers of a business. When customers have too many negative experiences, they will take their business elsewhere
Programme objectives
- The program is tailored specifically for contact center agents. It will help participants develop a customer-first mindset, master communication and empathy; handle challenges effectively and consistently deliver experiences that strengthen customer loyalty.
What we cover
- Why Customer Experience? Difference between customer service and customer experience
- Developing a customer centric mindset (Putting the customer first in every interaction, personalization strategies, building trust and rapport quickly.
- Taking responsibility for the customer issues
- Creative problem- solving techniques
- Customer segmentation-Customer Persona & Needs Assessment
- Customer Journey Mapping/ Empathy Mapping- Walking in the shoes of the customer
- Connecting With Customers- Active Listening, tone of voice, telephone and email etiquette
- Elocution and grammar
- Customer Experience Measurement And Analysis (Gathering customer feedback- CSAT, NPS,CES, First contact resolution)
- Managing Interactions With Different Customers- Angry , Demanding, Passive and satisfied customers.
- Managing Emotions- Emotional intelligence and empathy
What participants will gain
- The concept of customer experience and how it differs from customer service.
- Understand the needs of the customer and how to respond proactively(Mapping customer touchpoints-Pre, during and after)
- What it takes to have a customer centric mindset
- Have an understanding of how to properly connect and communicate with customers in order to delight customers
- Measure and track CX metrics to evaluate and improve performance.