Delivering Customer Experience in a Cost - Effective Manner
Provide the best possible customer experience using tools and techniques already available.
Questions it will answer
-
How can i improve customer experience without spending a fortune?
-
How can i use the people and tools already available to me, to improve customer experience?
Target Audience
-
Team leaders.
-
Front line managers.
-
Contact centre quality managers.
-
Operational Managers.
-
Channel Managers.
Format and Topics
This one-day workshop demonstrated innovative ways to understand, create and manager the customer experience in all channels. Attendees will develop a comprehensive understanding of:
-
Customer experience drivers.
-
Understanding the customer.
-
Designing the experience and making consistent.
-
Leveraging low-cost channels.
-
Expectation management.
-
Empowering and engaging staff.
-
Metrics and bench marking.
-
Customer feedback management.
As a result of this course, attendees will have an understanding of leading a customer focused team. the interactive training program includes a presentation, followed by interactive breakout sessions, providing participants with the opportunity to practically apply their learning.