In today’s global environment where the clients are spoilt for choices, customer delight becomes extremely important to make your organization stand out in the crowd. In a survey conducted, it was found out that “in a business to business engagement, ‘delighted’ customers are FIVE TIMES more likely to plan on repurchasing than merely satisfied customers.” In truly customer focused businesses, customer ‘delight’ is part of the culture and make-up of the business. It’s the way we do things around here! Surprising the clients in a positive way. Employees who are the face of the organization need to inbuilt this trait of client delight for the growth of self as well as the organization.
This program will empower participants to:
Understand the importance of service excellence to the success of the organization and the impact of good/poor customer service.
Understand their individual responsibility for and contribution to customer relationship.
Have identified their ‘customers’, what they need and how to improve the service they currently offer.
Have explored the barriers to service excellence and how they might be overcome.
Have developed skills in handling challenging customer situations.
Learn to display empathic attitude and take the essence out of a conversation.