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Ambassadors of Customer Experience Module 1

Ambassadors of Customer Experience Module 1. Delivering Great Customer Service. Session Objectives. What is excellent customer service Who are our customers and how they like to be treated Assess existing customer service and how it can be improved

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Ambassadors of Customer Experience Module 1

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  1. Ambassadors of Customer ExperienceModule 1 Delivering Great Customer Service

  2. Session Objectives • What is excellent customer service • Who are our customers and how they like to be treated • Assess existing customer service and how it can be improved • How our behaviour affects the customer experience • How to make a great first impression and leave a positive lasting impression

  3. Agenda What is excellent customer service Understanding our Customers’ needsand expectations The customer Journey Communicating with customers Warm welcomes and fond farewells Practice

  4. Ice breaker An accolade or something you are proud of Something you have in common Warm Welcome One word or phrase

  5. Who benefits from excellent customer service?

  6. Share one example each of:   

  7. How well do we meet our customers’ needs?

  8. Exercise • Find a partner and decide who is A and B • A to think of something your partner does not know about you (non work). • e.g. Where you want to go on holiday next year, how you will be spending Christmas, a hobby • B to ask as few open questions as possible to find out your partners ‘secret’ • A can only answer the question i.e. don’t give away any additional information

  9. The customer journey Hear about you Research & Decision Book Travel Arrive Experience Pay Leave Remember

  10. What did you see on your Customer Journey?   

  11. 3 P’s

  12. How do we convey what we think and feel

  13. How do we create: • A great first impression? • A positive last impression?

  14. Your turn….. • Customer A • Team Member B • Observer C

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