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The Customer Experience Series

The customer experience is the next competitive battleground. Jerry Gregoire, CIO, Dell

Today's customers share their rants and raves around the clock and around the globe.  That's why, more than ever, the customer's experience is central to business performance.  An exceptional experience produces loyal promoters who buy more, buy more often, refer friends, shun competitors, and forgive the occasional mistake.  During a recent study on customer experience, 93 percent of respondents said they would refuse to do business with a company again after three or fewer bad experiences.

The Customer Experience Series™ includes five 90-minute Core Sessions

Owning the Customer Experience 1 and 2

Explore the positive impact of participants' efforts to own the customer experience.

  • Describe the goal of owning the customer's experience
  • Describe customers' key expectations
  • Identify defining moments in customer interactions
  • Make the emotional effort required to improve the customer's experience
  • Identify strengths and areas for improvement in owning the customer experience
Meeting Business Needs

Improve participants' ability to manage conversations that efficiently meet customers' business needs.

  • Describe the parts of a business conversation
  • Open a conversation in a friendly, courteous way
  • Ask open and closed questions about business needs
  • Share clear, correct information with the customer
  • Deliver unwelcome news to the customer
  • Propose options to meet business needs
  • Close a conversation by highlighting positive outcomes
Meeting Human Needs

Improve participants' ability to manage conversations that effectively meet their customers' human needs.

  • Identify customers' human needs
  • Project a willingness to help the customer
  • Choose words that support customers' human needs
  • Acknowledge what the customer shares
  • Appreciate what the customer does
  • Affirm what the customer chooses
  • Assure the customer of their commitment

Managing Difficult Conversations

Improve participants' ability to manage difficult conversations when customers are unhappy with the organization.

  • Listen non-defensively to angry or upset customers
  • Use eight techniques to defuse tension with customers
  • Explain what happened to upset the customer
  • Explain what they will do to address the issue
  • Offer an appropriate goodwill gesture
  • Describe the value of keeping promises to customers

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