Using insights from Customer Psychology to increase Customer Satisfaction And Develop Better Business Relationships
Introduction
“It is the willingness of people to give of themselves over and above the demands of the job that distinguished the great from the merely adequate organization.” – Peter Drucker
It is not enough to simply promise customer satisfaction. To succeed in today’s fiercely competitive, consumer-driven economy, every organization must actively embrace and profitably act to provide a concrete game plan for delivering optimal value to our customers – through our approach, service, and communications with them.
By creating positive experience for our customers at every point of interaction, we are transforming the organization culture towards long-term customers’ relations, leaving with the customer a great impression of doing business with our organization.
The degree to which customers like your company and its people are a function of the emotional value you add to the relationship. Given a range of comparable and competitive products to choose from, in future if not today, customers will choose the company they like. In the main this means that they will be choosing the people they like. In a competitive world, it is relatively easy to copy product and price, but it is virtually impossible to copy people and brand.
Every human personality is as unique as a fingerprint. The more you understand your customers’ views, the better you can help them understand yours. Knowing the behavioral styles of your customers will help you see their view. Each behavioral style shows different symptoms of stress and reacts in different ways. Each style has its own characteristic way of venting. If all our customer service providers recognizes these patterns and understands that the customer behavior, we can reduce the stress of serving the customer.
Developing Customer Service Ambassadors will make an incredible difference in your organization. This course will show your employees how to recognize and attain the service attitude to overcome difficulties, win people over, turn problems into opportunities, and adopting a new mindset of service in the 21st century.
This workshop stresses the importance of individuals’ roles in providing exceptional service, and how each individual can contribute to the overall success of the Organization, maintaining professionalism in constant lookout for work improvement and creating smoother processes to keep our customers happy.
A product of psychological research and practical application, Developing Customer Service Ambassadors is a proven method of connecting with customers.
Learning Objectives
1. Promotes quality service through individual excellence
2. Understand the principles and concepts of self-empowerment in service
3. Develop individual skills and confidence in service
4. Promote greater job satisfaction
5. Handling various types of situational issues and dealing with everyday, individual challenges
6. Creating a professional attitude
7. Aligning personal goals to organizational objectives
8. Provide feedback to enhance service quality
Program Outline
Customer Service as an Art and a Science
• The Basics of Customer Psychology – Understanding DSRT
• Understanding the role of a Service Ambassador
• Understanding the true nature of Personal Standard
• Getting to know the four basic behavioral styles
• Working with others’ behavioral styles
Power of Service-Empowerment© Quality Service
• Definition of Service-Empowerment©
• Benefits of Service-Empowerment©
• Changing Service Mindset for the 21st Century Service Expectation
Creating Positive Customer Experience
• Defining Customer Experience
• Difference between Customer Service & Quality Service
• Definition of Customer and Exceptional Service
Foundation for implementation of Service-Empowerment©
• Taking away the fear of Service Empowerment
• Understanding Your Personal Accountability and Responsibility
• Assessing the situation to exercise the options for Empowerment
• Understanding the Customer Needs and Intentions
Emotional Intelligence in Service
• Understanding the effect of emotional intelligence and Customer ‘Feels Good’ Goals
• Adding emotional value in Service
• Establishing the Emotional Connectivity Equation
• Personal Technique for maximum emotional connectivity
Identify Customers Turnoffs
• Know and realize what customers’ turnoffs are
• Understand the three categories of turnoffs
• Be able to reduce turnoffs to create positive customer experience
Recover Dissatisfied Customers
• Understand that Service Glitches can be an opportunity to build loyalty
• Learn how to create an open communication with customers
• Understand that your reactions will project your feelings to the customer
• Know how best you can act upon complaints
