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Does ‘your’ team need customer service training to ensure they always deliver a 5 star experience?
A customer’s experience is the gap between what we deliver (execution) and what they expected from us (expectation).
The larger the gap, the more emotional the experience becomes. For example, a very large positive gap will create a 5 STAR customer experience, or 5 star customer service, i.e. something we will probably tell our friends about and remember for a long time.
A large negative gap will create a “horror experience”, or a 1 STAR experience. This is the ‘I’ll never go there as long as I live’ moment.
- Imagine what your business could be like if you had a limitless supply of free, motivated, highly trained salespeople and brand advocates selling your products and your service for you, all day, every day
- Imagine if they, for no reward, would tweet, blog, hold court with groups of people, or even shout from the rooftops about how wonderful you are.
- Imagine how credible these advocates would be – unpaid, with no hidden agendas, but with a real love for you and what you do.
However, despite the incredible rewards on offer, and how easy it appears to do (we all “know it when we see it”), truly great customer service is rarely delivered, and so exceptional customer experiences are few and far between. By definition, “exceptional” customer service is not “normal”, and therefore the bar is always being raised. We use a very simple formula for understanding where 5* exceptional customer experiences come from, and where it doesn’t.
The programme is accredited by the CPD Standards Office, and each delegate will receive a certificate on successful completion of the course.
With offices in London, Harrogate and New York, we deliver training locally, nationally and internationally.
Lammore Consulting are an award-winning sales, management and customer service training company, accredited by the ISMM, ILM, CPD Standards Office and CMI.
Our aim is to improve the selling skills of those involved in sales; transform customer service by showing how to deliver exceptional customer experiences; and inspire people and deliver lasting results through our leadership and management training programmes.
Founded in 2002, we offer you a team of highly experienced and successful business professionals with a proven capability to deliver behavioural change to transform your business. All of our training associates, as well as the directors of the business, have blue-chip experience in the areas in which we develop and deliver training courses to ensure that our training is practical and delivers lasting results.
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