Bravo! Customer Service Done Well

“BRAVO” is used to express approval that another person has done something well. It means job or performance well done and take a bow. Bravo is a shout of approval in applauding another that moved the person to want to say, “BRAVO!”

Bravo to you in customer service - you are often the voice or face of your organization and want to deliver service done well.

“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” - Walt Disney

Customer service expectations are ever changing. Customers want first call or online resolution; they don’t want to have to repeat themselves. They want a consistent experience and better interactions. They want their emotions to be understood and validated before being offered quick fixes. Customer service done well means understanding how to manage the emotions in the interactions, making the customer feel welcome and understanding the customers’ journey.

• It takes 12 positive experiences to make up for 1 unresolved negative experience
• 80% of companies say they deliver “superior” customer service, but when their customers were asked, only 8% think these same companies deliver “superior” customer service
• 70% of buying experiences are based on how the customer feels they are being treated

To turn this around, participants will practice and understand how to use the five C’s:

• Customer Experience
• Customer’s Journey
• Creating Consistency 
• Communicate with Confidence
• Challenging Interaction

At the end of the training, participants will be able to:

• Demonstrate a customer service approach and better understand the customer’s journey
• Understand behaviors and how they affect the behavior of others
• Demonstrate confidence and skill in the way they communicate
• Apply techniques to deal with difficult interactions