The Internet has changed everything!
In this 365/24 ‘Always on’ Business environment comparison websites and Search Engines have reduced many Brands to commodities. Traditional points of differentiation have been eroded and customer switching has never been easier. At the same time, these technologies, particularly through peer-review websites and Social Media, have promoted the customer experience to the very highest levels.
The entire game is now about the Customer Experience. Consequently, Customer Service Excellence has never been more important.
This fast moving, highly interactive Customer Service Excellence training course draws upon the very latest thinking, tools and research into customer behaviours and the psychology of buying to enable attendees to fully understand what is required to ensure their customers, whether they be external ‘paying’ customers, or internal ‘colleague’ customers, get the very best experience possible.
This EuroMaTech training course delves into the precise meaning of value, what it is that customers actually value and what an organisation can do to ensure it, perhaps uniquely, can deliver it. Application of the tools and techniques demonstrated on this training course will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues. It will also show how organizations can fully harness the power of Social Media to augment their brands and create meaningful dialogues with Customers.
Participants will develop the following competencies:
- Understand and be able to exploit, the relationship between Price, Quality and Value
- Understand which activities add value and which destroy it
- Gain invaluable insights into the workings of the customers mind; how influence works and understand the science of persuasion
- Develop tools and techniques that will consistently build value and enhance both the customer’s experience and also the organisation’s profits.
- Learn from best practice examples how to use Social Media to create meaningful, compelling and enduring relationships with Customers.