Excellent service and remarkable customer experience are challenges that every business, regardless of size and scale, faces at all times!
In this lecture, based on numerous projects aimed at improving service and customer experience, participants will learn the following principles:
- Service values – What are they, their importance, how to define them, and how to translate them into mandatory behaviors embedded in every interaction with every customer.
- Analyzing Internal Service Dynamics and understanding the connection between excellent internal organizational service and exceptional service for external customers.
- The customer journey – The direct and indirect engagement with customers.
- It’s all emotional – Managing the customer experience and delivering excellent service as a differentiating factor with economic value in a competitive market.
- Employee and customer engagement and the ability to predict business growth through customer engagement metrics.
- “Moments of truth” in service and customer experience – How to identify, manage, and even create and stage them.
- Service goals and metrics and implementing mechanisms for ongoing monitoring and improvement.
