Customer Experience (In-Class / Online)

This program supports leaders, managers, supervisors or executives in helping their employees achieve extraordinary customer experience results. Participants will understand how to set clear strategies and motivate their employees.

Who should attend?

This Foundations training course is intended for:

• Front-facing staff with B-to-C responsibilities

Learning objectives

Upon successful completion of this training course, the participants will be able to:

• Defining a clear strategy using the impossible triangle
• Checking Strategy vs Asserting Profit and Loss
• Translating financial strategy and objectives into a potentially motivating mission
• Identifying key standards and objectives in implementing the strategy and achieving financial results
• Delivery of services and support according to standardsImproving Assistance Using Goals
• Identifying possible metrics to reward, recognize, and provide coaching
• Facilitating a better internal support experience
• Improving communication with employeesSeparation and honoring of the 2 levels of assistance
• Dedicate yourself to leading by example

Prerequisites

There are no prerequisites to participate in this training course.

Course Agenda

1. Modul 1: Strategy & Clarity
   1. The things you’re best at
   2. Things you’re not as good at
   3. Things you’re not good at
2. Modul 2: Finance
   1. Profit and Loss
   2. How Support/Support creates profit
   3. Finance, Decision Making
3. Modul 3: Motivation
   1. The motto of Assistance/Support
   2. Communicate to Inspire
   3. Standards and Objectives
   4. Metrics & Rewards
   5. Recognize the situation when things are going well
   6. Coaching for times when things are going hard
4. Modul 4: Two Levels of Support
   1. Organizational level
   2. Personal Level
   3. The system by which we provide employees with the ability to influence
5. Modul 5: Communication Skills
   1. Admire in a public context
   2. Most Liked/Next Time
   3. The Napoleon Method
   4. Verification of perceptions
   5. Track achievements
   6. Coaching

Certificate requirements

Upon successful completion of all course requirements, participants will receive a Certificate of Completion in “Customer Experience.”