Creating an Outstanding Customer Experience Instructor-Led Course

Strategies for Creating Consistently Outstanding Customer Experiences

According to one report, 40% of consumers switched to buying from a competitor because of its reputation for great customer service; 55% cite great service, not product or price, as their primary reason for recommending a company, and 66% said that great customer service was their primary driver for greater spending.

The basis of good customer service is simple: treat customers with respect, make them feel confident and heard, provide the information they need, and make their shopping experience easy and satisfying. What makes it outstanding? Providing quality service 100% of the time, making a personal connection with the customer, and surprising the customer (in a good way).

While creating an outstanding customer experience sounds simple enough, statistics prove it remains a challenge for most. In fact, one survey found that while 80% of companies believe they provide a “superior experience” to their customers, only 8% actually do, according to their customers. This instructor-led training event will show you what you can do to create a consistently outstanding experience for every customer. This three-hour program offers workplace tips, self-assessment exercises, real-life scenarios, practice activities, and more.

Key Topics of the Customer Experience Course

• Treating customers with respect
• Making customers feel heard, understood, and confident that you will do your best to ensure the issue is taken care of
• Providing the information they need
• Making their shopping experience easy and satisfying
• Resolving any issues quickly

Participants Will Learn

• How to establish a company culture that encourages employees to create an outstanding customer experience.
• To identify ways to show customers you care and to make every customer interaction memorable.
• Techniques for de-escalating issues and developing loyal customers through effective problem resolution.
• How to ensure self-service systems offer the same outstanding experience as live customer interactions.

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