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Ambassadors of Customer Experience Module 1. Delivering Great Customer Service. Session Objectives. What is excellent customer service Who are our customers and how they like to be treated Assess existing customer service and how it can be improved

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Ambassadors of customer experience module 1

Ambassadors of Customer ExperienceModule 1

Delivering Great Customer Service


Session objectives
Session Objectives

  • What is excellent customer service

  • Who are our customers and how they like to be treated

  • Assess existing customer service and how it can be improved

  • How our behaviour affects the customer experience

  • How to make a great first impression and leave a positive lasting impression


Agenda
Agenda

What is excellent customer service

Understanding our Customers’ needsand expectations

The customer Journey

Communicating with customers

Warm welcomes and fond farewells

Practice


Ice breaker
Ice breaker

An accolade or something you are proud of

Something you have in common

Warm Welcome

One word or phrase


Who

benefits from excellent customer service?




Exercise
Exercise

  • Find a partner and decide who is A and B

  • A to think of something your partner does not know about you (non work).

    • e.g. Where you want to go on holiday next year, how you will be spending Christmas, a hobby

  • B to ask as few open questions as possible to find out your partners ‘secret’

  • A can only answer the question i.e. don’t give away any additional information


The customer journey
The customer journey

Hear about you

Research & Decision

Book

Travel

Arrive

Experience

Pay

Leave

Remember





How

do we create:

  • A great first impression?

  • A positive last impression?


Your turn
Your turn…..

  • Customer

A

  • Team Member

B

  • Observer

C


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