Workshop ’Excellence in Customer Delight’ (Time: 8 hours)

Course Overview

The key objective of this workshop is to help participants understand the importance of moving from Customer Satisfaction towards Customer delight by providing continuous value additions to Customers. It provides insights on converting feedback to opportunities by listening (communicating) actively to the voice of the Customers. In addition, a deep learning with simple and effective steps to deal with difficult Customers and to build a strong trusted relationship with the Customers.

Course Content

  • Understanding Customers Vs Stakeholders
  • Customer(Stakeholder) satisfaction to Customer(Stakeholder) delight
  • Build Customer centric (focused) culture
  • Manage Customer Expectation effectively (techniques to de-escalate customer issues: service recovery)
  • Maximizing Customer value (CTC, CTQ, CTD)
  • Effective Customer Communication skills(listening and questioning skills)
  • How to say ‘NO’ to Customers
  • Channelizing Customer feedbacks and thereby increase Customer Satisfaction index
  • Handling difficult Customers

Learning Outcome

  • Improve Customer/Stakeholder relation by building high trust relationship
  • Listen the voice of the Customer(Challenges could result in opportunities)
  • Validate Customer expectations early
  • Practical steps to move from Customer satisfaction towards Customer delight
  • How to identify the root cause of a Customer issue(problem solving)
  • Managing Customer expectations

Course Benefits

  • High impact training through role plays, videos, activities, games, group introspection
  • Individual action plan at the end of the program for each one of the participant
  • Post training follow up and coaching support (up to 4 hours) on the topic on action plans

Program in Action