While many organizations promise to deliver an incredible customer experience, some are better at supplying this than others. Moreover; handling difficult customers can be a challenging task especially if it is charged with irrational emotion. Often, the natural reaction would be to feel defensive and try explaining why the situation occurred. More often than not, this kind of reaction only make
the situation go worse.
This highly interactive workshop is designed to help the participants get into of their customers, understand their pain and expectation, understand their preferences & priorities, in order to deliver a service that exceeds their expectations and fulfill both their materialistic & emotional needs.
The Learning Journey :
• Define customer service and how to use this understanding to CS in
handling customers
• Develop & describe Your Customers Persona
• Use the RATER Framework to enhance the Customers experience
• Design and develop their own WOW effects
• Describe the essential skillset for CS
• Identify the four types of customers and how to handle each effectively
