This course looks at the latest research on the customer experience and what they want from people serving them. Remarkably, when employees focus on the right things it can influence others to make emotional connections with your company, your product and your service that have measurable results.
VIDEO SAMPLE
VIDEO SAMPLE
This course looks at the latest research on the customer experience and what they want from people serving them. Remarkably, when employees focus on the right things it can influence others to make emotional connections with your company, your product and your service that have measurable results.
download course overview
KEY TAKEAWAYS
Identify the difference between a rationally satisfied customer and an emotionally satisfied customer.
Examine how powerful emotions are in determining customer loyalty.
Discover the four opportunities to emotionally connect with customers:
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Positive Attitude
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Other-Centered Communication
-
Outstanding Performance
-
Ownership of Service Failures
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Assess current success at the organization, department, and individual levels.
Formulate an action plan for implementing service practices that will establish emotional connections with your customers.
download course overview
KEY TAKEAWAYS
Identify the difference between a rationally satisfied customer and an emotionally satisfied customer.
Examine how powerful emotions are in determining customer loyalty.
Discover the four opportunities to emotionally connect with customers:
-
Positive Attitude
-
Other-Centered Communication
-
Outstanding Performance
-
Ownership of Service Failures
-
Assess current success at the organization, department, and individual levels.
Formulate an action plan for implementing service practices that will establish emotional connections with your customers.
FOLLOW UP TOOLS FOR SUSTAINABLE LEARNING
One of the strongest features of the RDR approach is a commitment to creating sustainable learning. Many training efforts are simply one-time events that only provide temporary motivation but very little traction. We attempt to avoid this by focusing all our courses on measurable behaviors rather than a simple knowledge transfer or just checking a box.
Subsequently, in response to client’s requests, over the years we have developed a specific follow-up resource called the Full Cycle Learning Kit. These tools facilitate the integration of specific competencies into ongoing organizational practices and help “move the needle” around genuine culture change.
FOLLOW UP TOOLS FOR SUSTAINABLE LEARNING
One of the strongest features of the RDR approach is a commitment to creating sustainable learning. Many training efforts are simply one-time events that only provide temporary motivation but very little traction. We attempt to avoid this by focusing all our courses on measurable behaviors rather than a simple knowledge transfer or just checking a box.
Subsequently, in response to client’s requests, over the years we have developed a specific follow-up resource called the Full Cycle Learning Kit. These tools facilitate the integration of specific competencies into ongoing organizational practices and help “move the needle” around genuine culture change.