How to Deliver 5 Star Customer Service
Details
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”. In this one day, CDP Accredited course we’ll show you how to execute a very
simple formula to understand precisely where 5 Star exceptional customer experiences come from, where they don’t, and once found, how to maintain them.
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.
What is Customer Service?
- Definition of Experience
- Net Promoter Score
- What creates our Expectation?
- The CX Calculator: how good are you?
5 Steps to 5 Stars Customer Service (STARS)
- Smile: maintaining a positive attitude
- Take Responsibility: the power of apology
- Actively Listen: how to test understanding
- Respond Positively: how to deliver a win win
- Say What You’ll Do, and Do it! – The importance of delivering on your promises.
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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