Customer Experience

Course Type: Training Course

This course explores both the logical and emotional components of a customer relationship. Participants explore the various communication methods used with customers; and develop a sense of how customers perceive their business partners. Both external and internal customer relationships are examined in the session.

Objectives

  • To develop the necessary skills and mindset for lasting customer relationships based on the principles of expectations, consistency, and transparency

  • To explore various communication techniques based on discovery and consultation to empower a customer and build trust

Content

  • Customer experience versus customer service

  • Expectation management and consistent actions

  • Building trust through communication, credibility, and transparency

  • Determining needs and empowering your customer

  • Applying empathy and fostering growth in customer relationships