“70% of buying experiences are based on how the customers feel they are being treated”
-McKinsey Global Institute
Every company has customers. Every one of them wants to create a better customer experience.
So what really makes the difference? All companies strive to excel in customer satisfaction and brand loyalty. Every interaction with a customer has the potential to damage or build a relationship. As technology, services and products are what the customer ultimately pays for, the human interaction is what makes the difference. Many customer complaints and escalations are triggered by a misunderstanding or lack of communication, rather than by dissatisfaction from the technology or product.
In our experience, service personnel generally focus on “fixing the problem”, by providing the technical or operational solution. Our approach enhances their ability to “fix the person”, by addressing the customer’s human needs, on top of their technical requirements.
Customer satisfaction is affected more by how the situation is managed and what is communicated than the technical solution offered. Therefore, to create the ultimate customer experience, we must address both the “problem” and the often less obvious needs of the “person”.
The mechanism of trust
The secret behind building trust is that there is no secret. Trust is developed as a result of practicing a fixed process of behaviors and communication patterns that can be learned, practiced and implemented.
The foundation of deep and meaningful relationships is mutual, sincere and authentic trust. As trustworthiness increases, defenses lower allowing cooperation and productivity to grow.
The mechanism of trust defines a specific skill-set that creates and maintains collaborative relationships while respecting clear boundaries and guidelines.
Who is this important for?
Service providers faced with challenging customer interactions, in a complex global environment.
Technically proficient individuals, who battle with human communication.
Whoever is interested in enhancing their customer facing skills ? achieving results, while saving time and avoiding stress and frustration.
After completing this workshop, participants will be able to:
Build and maintain lasting, WIN-WIN relationships with internal and external customers
Understand and address what our customers really want.
Effectively achieve results when communicating in cross-cultural and multi channeled interface (mail/CRM/phone and in person)
Lead critical situations from initial escalation, through action plan management, until returning to routine.
Proactively manage customer expectations in an ever-changing reality.
Engage without authority – getting people to cooperate willingly.