In our digital, ‘results now’, ‘always on’ and ‘click here’ world, we’re far removed from the emotionally connected customer experience that interaction with a human being provides.
In customer service it’s important that customers have their issue put right, their problem solved, or their question answered – but the biggest differentiator is how the customer feels when they interact with an organisation.
In this ‘taster’ session, we cover the essence of the GREAT skills needed to meet your customers’ needs and wants.
How will it help?
- Warmly greet the customer, building trust from the beginning
- Recognise what the customer really needs, through asking curious questions and listening to understand
- Attune to the customer’s communication preference, so that you can truly empathise
- Show how you will own the customer’s issue or question
- End the interaction on a high, with a personal and memorable goodbye
Session outline
This webinar can be run for 45, 60 or 90-minutes.
1. Introduction
- Making the emotional connection
2. What is GREAT Customer Service?
- Greet - A warm welcome, building trust from the beginning
- Recognise needs – Recognising what the customer really needs
- Activity: Read between the lines – looking for the clues the customer is giving you
- Empathise – Displaying genuine empathy and attuning to the customer
- Act – Acting with accountability and owning the customer’s issue
- Thank – Thanking with sincerity and ending on a ‘high’
3. Conclusion
- Review and reflect
- Action plan
