Turning Detractors to Advocates: Handling Customer Complaints

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You've probably heard of the words "Customer Service" so many times and you've probably attended numerous trainings on it as well yet your level of customer satisfaction is still low. Wondering why? Many people out there seem to think of customer service only as a concept but have difficulties seeing it through execution. In this one-day learning session, participants will learn and understand the new trends in customer service. The saying "The customer is always right." has already become passé. Today, successful organizations embrace the philosophy "The customer does not have to be right." In fact, we don’t even say customer service anymore, we say “Customer Experience.” Find out what exactly that means in this learning event.

In this session, learn about the Customer Experience Ecosystem and the Six (6) Disciplines of Customer Experience. By doing so, you will help transform an age-old “customer service system” into a living and breathing Customer Experience Ecosystem.

If you or your organization is looking for a better way to increase your customer experience scores, then this is the training for you. Forget about old concepts of customer satisfaction, customer retention or customer loyalty; in this session, you are going to learn about a Customer Experience Ecosystem that will encompass all theories and concepts on customer service. By the way, we won’t call it customer service anymore, we will say “Customer Experience.”

For those wishing to learn or improve their knowledge of current Customer Experience Systems, this is the program for you. If you are a team leader, supervisor, manager, senior manager, or director from operations, sales, training, quality, or any other department that has, in some way or another, direct or indirect impact on customer experience, then you have come to the right place. You must attend this training!

Appreciate the value of customer experience by differentiating customer service from customer experience;

Use the Customer Experience Ecosystem map to assess the strengths and weakness of a service design and find out ways to improve the same;

Build a living, breathing, and thriving Customer Experience culture and business system using the six disciplines of customer experience;

Use the Four Adoption Levels of Customer Experience Practices to improve, transform, and sustain current customer service systems;

Set customer experience “transformation priorities” in one’s own company or organization.

Customer Service vs. Customer Experience

The Value of Customer Experience

The Customer Experience Ecosystem

How Customer Experience Transforms Companies: Case Studies

The Natural Path to Customer Experience Maturity: I-T-S

The Four Adoption Levels of Customer Experience Practices

Setting Your Transformation Priorities

The Rise of the Customer Experience Champion

A Framework For Your Company: Workshop

To see if this program is available in our public learning event schedules, please go to the PUBLIC LEARNING EVENT CALENDAR.

If you would like to request a proposal for a private, in-house or customized version of this learning program, please go to REQUEST A PROPOSAL.

There is an available brochure for this program. Please download HERE.

For those planning to attend a public training or workshop on this topic, please read our PUBLIC LEARNING EVENT POLICY.

For any other additional questions, please contact (02) 925-1BAY (229) or info@bayhewitt.com. You may also access our CONTACT PAGE HERE.