Mastering the Service Journey: Understanding Needs and Exceeding Expectations
To master the service journey, you must have a deep understanding of your customers' needs and consistently surpass their expectations at every touchpoint. Participants will learn the art of providing exceptional customer service by truly understanding your customers' requirements and going above and beyond their expectations in this in-depth, practical session.
TOPICS TO BE COVERED
- Customer service is an attitude, not a department
- Steps to building a service mindset of a service
- Customer service in the digital age
- Understanding customer needs
- Customer journey mapping - Identifying touchpoints and pain points
- Developing a comprehensive customer journey map
- Building customer relationships
- Building rapport with customers
- Handling difficult situations
- Customer service tools and platforms
- Social media and online communities
- Measuring and improving customer service
- Training and motivating customer service teams
Date: Thursday, 22nd August 2024 | Time: 9:00 a.m. - 3:30 p.m.
Cost (per person): $1,200.00 plus vat (ECA Members) | $1,680.00 plus vat (Non-Members)
NEED MORE INFORMATION?
For further details please contact:
Training Department | 1 (868) 675-5873/638-6463
Ms Laura Rosales | ext. 246 |
Ms Shantala Reece-Whiteman | ext. 248 |
Email:
Event Information
| Event Date | 22/08/2024 9:00 am |
| Event End Date | 22/08/2024 3:30 pm |
| Individual Price | Members: $1,200.00, Non-Members: $1,680.00 (plus vat per person) |
| Location | Online - ZOOM Meeting |