The importance of customer service is emphasized in today's service-oriented society. Creating a positive customer experience is influenced by the overall picture that the customer has all the way from marketing and sales to the very last service person.
The weakest link in this chain often leaves the deepest mark on the customer. That's why it is critical to maintain a positive, customer-friendly attitude throughout the service chain, even in a hurry and under pressure.
The on-going change in buying behavior
demands new set of skills
Due to digitalization, customer service must also respond to the image that the customer receives online. This requires a reform in our way of thinking and working.
Customer service should have the courage to challenge the customer and surprise them in a positive way. Long-term customer relationships play a major role in profitability, and customer service plays a crucial role in this respect - the attitude and the proportion of highly satisfied customers have a significant impact. The most satisfied customers recommend services without reservation!
The Focus Is On The Customer
It's important to understand what elements make up a positive image and how it is created by one's own behavior.
The key idea behind the Gazing Performance Systems' approach is to help the customer service understand the customer's perception of the service event at different stages.
This carefully studied process always goes according to the same formula, although, at different rates depending on the situation and the person.
To understand and utilize customer observation in our services, we use the a one-page map to help locate the customer's observation stage and to apply the right service strategy at each stage. This map is designed to suit in any service process. Simple tools are used to help you solve everyday problems and manage different situations.
Benefits of the training:
- You'll understand the psychological mechanisms that affect the customer's experience with the service
- You can observe the customer service process in a new way, from the customer's perspective
- You'll get concrete tools for your practical work and for monitoring your own development
- You will take your customer service to whole new level
