Customer experience management

• Is your customer service appropriate?
• Does the company need customer service standards, and will customer service standards (rules) help the company retain customers, increase customer loyalty, and attract new customers?
• Is it perhaps worth considering something more than standards? Perhaps customers can be retained thanks to creativity and a non-standard approach?

These and other similar questions arise in most organisations when, following their performance assessment and market analysis, they see that customers are not always/not in all areas served in the manner that could have been expected. And it must be actually admitted that service standards do not automatically create value. Furthermore, we are living in the customer era, which means that “OK” customer service is no longer sufficient. Customers are looking for something special that will exceed their expectations. We therefore have to learn from each other, attend customer service training, lectures, seminars, etc.

This is why excellent customer service is the essence of our customer service training.

Our long-term experience shows that existing customers are retained and new customers are attracted thanks to excellent customer service and emotional communication that promotes long-term relationships with customers rather than customer service standards (rules). The topic of the improvement of the quality of customer service is gaining a new meaning: organisations can no longer afford old style working and must elaborate on customer service tools and principles, develop new/update available customer service rules, look for ways to exceed customer expectations, and in this manner assure that customers are satisfied with service. Yet relationships with customers continue in many cases to be seen through the service action prism, i.e. in terms of what customer service division employees must do. Today, it is becoming more important to walk in the customer’s shoes and see what experiences the customer gets in their relationship with the organisation as a whole.

We do not contest the fact that it is important to have appropriate customer service standards (that is, processes and procedures) in place, and we can even assist you in developing or updating these. Professional customer service specialists are a company’s main asset, and a company that develops these specialists receives a variety of benefits. However, it is even more important to implement a cultural service change in the organisation, i.e. to pass from “programming” of standard actions to ongoing creation of unique relationships with customers. In this manner, a customer-oriented organisational culture and the respective employee attitudes are created. Our experience in conducting culture creation and employee skill development events and customer service training can be of particular relevance to organisations that are looking for a quicker path to change.

What solutions are available?

• Customer service, communication with different customers, customer psychology.
• Customer experience management and customer orientation.
• Individual employee consultations and development in the workplace (observation and provision of feedback) to improve the customer orientation culture and competences of work with customers.
• Improvement/development of a customer experience management system (from strategic goals to daily processes) and a customer satisfaction measurement system.
• Special customer service scripts (conversation scenarios).
• Development and implementation of customer service standards.
• Development of a customer experience map and visual customer satisfaction management and/or transformation into a game.