Delightful Customer Service
Delighted customers are loyal customers who spend more. These are the results of being able to delight the customer at every customer touch point in our retail stores and environment. Creating brand delighters is the goal of this programme by focusing on positive attitudes, attention to store detail and presentation as well as great conversations with customers and creating great experiences in store.
o Agenda review and rule setting
o intro exercise, needs mapping, agree rules
o What does delightful service mean?
o Why do customers come to us?
I'm ready for action
o How attitude affects our customers
o What motivates me?
o What de-motivates me at work?
o Tools for being more positive and confident
I support my team
o Why we can't do it alone
o What team work really means
o How do you know when it's working well
o What can I do to contribute more?
Meeting and Greeting for Delight
o Great phrases, wrong phrases
o Creating real delight and surprise
o Being visibile but invisible
Communicating with customers
o Asking the right questions
o Giving delightful solutions
o Handling diferent cultures
o Keeping them informed
Delighting upset customers
o The impact of social media
o The golden rules of handling customer complaints
o Handling very upset customers
Be able to Define Customer Service Excellence and describe
what it looks like in your organisation.
Understand how attitude affects the customer experience
and how to project a positive persona
Understand the link between supporting and working with
other team members (communicating) and delighting the customer
Understand how external and store presentation can delight
the customer (defining expectations)
Discover how to delight the customer when we see them with
Learn which questions to ask to provide delightful solutions
to customers from multiple cultures
How to delight customers even when they are upset or complain
(and why this is important)
List factors contributing to achieving Customer Service
Evaluate how positive and responsive participants are
on a scale of 1 to 10
Develop Customer journey map and highlight internal communication
Identifying the correct list of danger zones in the store
Accuracy of store map representation
List and enact a number of responses. Measure for Quality
of verbal responses
Ability to Identify customers from different cultural
Ability to fully comprehend the breadth of differences
between various cultures
Ability to gain the Depth of knowledge of rules of customer
Acquire better Quality and confidence in role play scenario
Clerks, Customer service executive, Front office staff, Receptionist, Sale Executive, Sales manager, Customer Service Manager or anyone who is interested in building skills in Customer Service Excellence