Customer Service Excellence
A fresh approach to building customer loyalty
Many employees on the front line know the ‘how’ of customer service yet rarely the ‘why’
Many employees on the front line know the ‘how’ of customer service yet rarely the ‘why’.
From a neuroscience perspective, our brains are geared for empathy and rapport and we can certainly learn these essential elements of customer service. With new insights and tools we can create the positive emotional connections and memorable experiences that satisfy customers and make them loyal.
Science and research informs the practical and engaging learning
Approaches the why of customer service from the perspective of neuroscience and the brain
Focus is on positive communication with customers and team members
Explores emotional contagion, and how positive and negative moods spread to customers and team members
How to approach challenging customers
Building resilience – understanding and managing self and others – to overcome emotional labour
|Positive climate||Improves the performance, accountability and productivity of team members, leading to a more positive service culture. A positive service culture helps attract and retain the right people for the job.|
|Capability||Team members improve their customer service skills, which in turn improves individual and team performance. Increases team member’s ability to collaborate, support and achieve successful outcomes.|
|Engagement and wellbeing||Builds capacity to positively engage customers and team members.|
Employees will be more resilient, and go the extra mile to resolve customer issues.