Creating Memorable Customer Experiences

Overview

Creating Memorable Customer Experiences is all about going beyond customer service. This is a cornerstone for any successful business. Customers who have memorable experiences naturally want to share those with others. This Short Course will offer you a framework to create customer experiences that encourage positive and contagious word of mouth.

As with all of Roseann Gedye's courses, this Short Course is highly interactive with a focus on practical application of the learning. It includes the use of tools to analyse behaviour (your own and other's) during interactions with customers.

Topics Covered

• What is a memorable customer experience?
• How do you capitalise on that?
• Building rapport and steps to maintain it
• Key listening and questioning skills required to build sustainable relationships
• Methods for  flexing your communication style to help develop trust
• Steps in customer experience design
• How to turn your customers into ambassadors
• How to create positive, lasting impressions and experiences

Who should attend

• Relationship managers and customer service representatives who interact with a variety of people
• Team leaders who want to focus their marketing, sales or customer service teams more strongly on customer relationships
• Anyone who is interested in or involved with customers will benefit from this Short Course

Outcomes

You will be able to:

• Use ways to ‘click’ with people in short time frames
• Read people so as to meet and exceed their needs
• Recognise the power of ‘flexing to connect’ with different communications styles
• Be able to create a checklist for key ways to maintain and monitor the delivery of memorable customer experiences.