Maximizing the Customer Experience
As customers’ expectations have increased, many organizations struggle to identify ways to truly differentiate themselves from their competitors. Superior service quality can be the answer, if the organization identifies and aligns their “critical contact points,” both internally and externally. We address whether the actions of “internal customers” are aligned with front line staff to drive the customer experience. Then we install service behaviors that enable them to exceed customer expectations at every touch point. Offerings include best in class service programs for call centers, front line employees, “internal customers” and their managers.
Programs Include:
Differentiating the Customer Experience
A workshop tailored to senior executives to review best practices in providing a differentiated customer experience both within and outside of their industry. Versability works with executive teams to identify key strategies that will help not only meet the needs of their customers but exceed their expectations for service. Workshop exercises are designed to engage executives in dialogues around their company’s core differentiators and build a plan for driving execution and accountability to impact the customer experience where it matters most – the front line.
Driving Service Excellence
We work with your Comm Ops team to identify the internal barriers to delivering end to end service excellence that drives customer loyalty. The Driving Service Excellence curriculum is designed to be modular in format so that clients can easily select the content that is of most value to them. Participants learn relationship building service skills and quickly apply them to their most challenging internal and external customer interactions. Modules include Handling a Dissatisfied Customer, Turning Problems Into Opportunities, Communicating Internally, and Working with Your Manager to Resolve Service Issues.