The Art of Exceptional Customer Experience
What you will learn
Identify and analyze critical touch points in customer interactions, ensuring consistent and exceptional service delivery throughout the customer journey.
Differentiate between various types of brand promises and effectively align them with customers’ expectations to build trust and loyalty.
Implement the GUEST model to engage customers skillfully, from capturing their attention to expressing genuine gratitude.
Demonstrate proficient product/service presentation skills, effectively communicating value propositions and benefits to customers.
Apply consultative selling approaches to recommend tailored solutions that address specific customer needs, ultimately increasing conversion rates.
Assess their own performance and continuously seek opportunities for improvement in sales and service delivery.
Description
The Sales and Service Excellence course is designed to equip participants with the essential skills and knowledge to excel in customer-centric environments. This comprehensive online course focuses on various touch points and explores how businesses can effectively deliver on their brand promises.
Participants will delve into the GUEST model, a powerful framework that guides them through each stage of customer interaction to ensure a seamless experience. The course will cover the following key topics:
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- Touch Points: Understand the significance of touch points in customer interactions and learn how to create memorable experiences at each interaction point.
- Types of Brand Promises: Discover different types of brand promises and explore how they shape customers’ perceptions of products and services.
- The GUEST Model: Implement the GUEST model (Gain attention, Understand the needs, Explain about the product/service, Suggest, Thank you) to engage customers effectively and provide personalized solutions.
- Gain Attention: Learn effective techniques to capture customers’ attention and make positive first impressions.
- Understand the Needs: Develop active listening skills to comprehend customers’ requirements and preferences accurately.
- Explain about the Product/Service: Master the art of product/service presentation and confidently communicate the unique value propositions.
- Suggest: Explore consultative selling approaches to recommend tailored solutions that meet customers’ specific needs.
- Thank You: Understand the importance of expressing gratitude and maintaining customer relationships through genuine appreciation.
Join us on this transformative journey towards Sales and Service Excellence, and empower yourself to elevate customer experience and drive long-term business growth.
