How to deliver excellent customer experience

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How to deliver excellent customer experience by Mind Map: How to deliver excellent customer experience

1. Research

1.1. Flipboard

1.2. https://feedly.com/i/discover

1.3. how to search for forums in google

1.4. quora.com

1.5. https://answerthepublic.com/

1.6. https://www.facebook.com/RestaurantWorkersofAmerica/

1.7. https://www.facebook.com/TheServiceIndustry/

1.8. Customer Service Manager Forum

1.9. Google Trends

2. COURSE & LECTURE STRUCTURE

2.1. Writing learning outcomes

2.2. Objective - what's coming up

2.3. Story - 'dog leg back' (??) connects to this lecture (or courses)

2.4. Why this matters to you

2.5. Concept - the What

2.6. How do you do this

2.7. Implementation - do these exercises /steps/homework next BEFORE next lecture

2.8. Recap what you have learned

2.9. Feedback sandwich

3. How to deliver excellent customer experience

3.1. Target Customer

3.1.1. Tonia from Idaho

3.2. 1 Course introduction

3.2.1. Course introduction

3.2.1.1. My approach

3.2.1.2. Introduction of my background and experience

3.2.1.2.1. Business perspective

3.2.1.2.2. Educator perspective

3.2.1.2.3. Customer perspective

3.2.1.3. Holistic view of product/service delivery

3.2.1.3.1. Physical product elements

3.2.1.3.2. Service elements

3.2.2. About me

3.2.2.1. Tipping

3.2.2.1.1. Your Guide to Tipping Around the World

3.2.3. Who should attend this course?

3.2.3.1. 'What's in it for me?'

3.2.3.1.1. Quick win

3.2.3.1.2. Implementation - do these exercises /steps/homework next BEFORE next lecture

3.2.4. COURSE & LECTURE STRUCTURE

3.2.4.1. Objective - what's coming up

3.2.4.2. Story - 'dog leg back' connects to this lecture (or courses)

3.2.4.3. Why this matters to you

3.2.4.4. Concept - the What

3.2.4.5. How do you do this

3.3. 2 Why Our Customers Complain

3.3.1. Not Keeping Promises

3.3.1.1. Case delivery of office machinery

3.3.2. Poor Customer Service

3.3.2.1. Case: leaving customers on their own or mocking them

3.3.3. Transferring From One CSR to Another

3.3.3.1. Challenging customer service, leading to bad service for the next one

3.3.4. Snailmail

3.3.4.1. Examples. MyHeritage, response without solution

3.3.5. Don't be rude!

3.3.5.1. Case: united Airlines, broke my guitar, dragged a doctor out of seat

3.3.5.2. YESBUTT

3.3.6. Msnner of speech, gestures

3.3.6.1. case; intercontinental

3.3.7. How To Handle A Customer Complaint in 6 Steps

3.3.7.1. 1. Shut up

3.3.7.2. 2. Don't second guess

3.3.7.3. 3. Apologize, then ask what they want

3.3.7.4. 4. Tell them what you can do

3.3.7.5. 5. Ask if they were satisfied.

3.3.7.6. 6. Share how you handled it with your crew

3.3.7.7. Finally

3.3.8. The Cost of Poor Customer Service

3.3.8.1. focus groups

3.3.9. Ch. 5 How Does Poor Customer Service Affect a Business?

3.3.10. Quick win

3.3.10.1. Score your self in the journal you will use on the following key questions

3.3.10.1.1. My team's overall performance

3.3.10.1.2. The degree to which my team is achieving max profit margins

3.3.10.1.3. My own stress levels

3.3.10.1.4. My own degree of knowledge about best practices in service industry management

3.4. 3 What makes great customer service?

3.4.1. Small things matter

3.4.1.1. Story: Recognising people; (case LA) Lesson: how remember customers,

3.4.1.2. Pay attention to details, act/greet in a 'different' manner

3.4.2. Communication in Customer Service

3.4.2.1. Customer Service Skills in the Workplace Easy as a CAKE

3.4.3. Understanding Internal and External Customer Service

3.4.3.1. Your team members are helping you , your must make it possible for them to succeed. How?

3.4.3.2. Why soft opening is paying off in the long run

3.4.4. Leaders Must Recognize The People Who Serve Them

3.4.4.1. Retail with sample

3.4.5. Train Your Employees To Be The Best Listeners

3.4.5.1. Two persons talk to each other. A mostly telling about himself. B is most of the time making question about A Which one is liked more by the counter partner?

3.4.5.2. Is the customer always right?

3.4.6. How to Handle Customer Complaints Like a Pro

3.4.6.1. CUSTOMER COMPLAINTS IN THE TOURISM & HOSPITALITY INDUSTRY — AND HOW TO HANDLE THEM

3.4.6.2. How Retailers can Cope With Customer Complaints

3.4.6.2.1. The Cost of Poor Customer Service

3.4.6.2.2. Put Your Emotions Aside

3.4.6.2.3. Research the Situation

3.4.6.2.4. Don’t Challenge Their Complaint

3.4.6.2.5. Give Them the Benefit of the Doubt

3.4.6.2.6. Really Listen and Offer Support

3.4.6.2.7. Implement a Resolution Process

3.4.6.2.8. Be Flexible

3.4.6.2.9. Let Them Feel As If They’ve Won

3.4.6.2.10. Thank Them

3.4.6.2.11. Apologize

3.4.6.2.12. Follow Up With the Customer

3.4.6.2.13. Don’t Dwell On the Situation

3.4.6.2.14. Finally: Moving Forward With Resolving Customer Complaints

3.4.6.2.15. Offer highly customized service

3.4.7. How to improve customer service for your business

3.4.8. How to Treat Your VIP Customers

3.5. 4 CHALLENGES IN CUSTOMER SERVICE

3.5.1. challenging situations

3.5.2. How to manage a problematic situation

3.5.3. The complaining customer wants to develop the service

3.5.4. Can we afford product replacements and rebates?

3.5.5. COMPLAINING CUSTOMER IS AN OPPORTUNITY

3.5.5.1. WHY DO PEOPLE CHOOSE A CUSTOMER SERVICE PROFESSION?

3.6. 5 How to Improve Customer Service

3.6.1. Customer Journey Mapping

3.6.2. Educate the customer when upselling

3.6.3. "Discover all the ways companies succeed with Salesforce."

3.6.4. Successful interaction with the customer

3.6.4.1. Personal customer service

3.6.4.1.1. First impression

3.6.4.1.2. Excellent service does not come by itself

3.6.4.1.3. TECHNICAL SKILLS

3.6.4.1.4. SERVICE SKILLS

3.6.4.1.5. Customers like to do business with the person they like

3.6.4.1.6. YOU are the business card of your company

3.6.4.1.7. different customers - different needs

3.6.4.1.8. The five essential customer service skills

3.6.4.1.9. Poor service cycle

3.6.4.1.10. Excellent SERVICE cycle

3.6.4.2. Providing excellent service requires particular skills.

3.6.4.3. Story: USE CUSTOMER NAMES

3.6.4.3.1. Using first name terms or addressing formally?

3.6.4.4. Listen to the customer

3.6.4.4.1. Discussion exercise

3.6.4.5. Listen, ask, watch

3.6.4.6. Body language

3.6.4.6.1. A role exercise

3.6.4.7. BE ACTIVE

3.6.4.7.1. Discussion Exercise

3.6.4.8. Final impression

3.6.4.8.1. Discussion

3.6.4.9. How can I promote customer service even after the customer is gone?

3.6.4.9.1. TEAMWORK: HOW DO I SATISFY MY CUSTOMER?

3.6.5. Implement innovative communication technology

3.6.6. Ask for feedback and learn from the results

3.6.7. Spread the word — and smile!

3.6.8. Are you providing exceptional customer service?

3.6.9. Can businesses deny you service?

3.6.10. Ghost shopping

3.6.11. Ways To Improve Your Retail Customer Experience and Sales 890

3.6.11.1. Satisfied Employees Make Satisfied Customers.

3.6.11.2. It All Starts With Engagement

3.6.11.3. Be Happy that They’re Happy.

3.6.11.4. Buying With the Heart, not the Head

3.6.11.5. Differentiation with a Difference

3.6.12. BtoB

3.6.13. Ch. 6 FACTORS INFLUENCING THE CHOICE OF SERVICE 737w

3.6.13.1. money

3.6.13.2. time

3.6.13.3. Product features

3.6.13.4. Traditional marketing

3.6.13.4.1. Traditional marketing

3.6.13.5. EXPERIENCE OF OTHERS

3.6.13.5.1. "The evil bell is heard far away."

3.6.13.6. OWN EXPERIENCES

3.6.13.6.1. The customer is voting with his wallet.

3.6.13.6.2. Are you buying the same thing that is for sale?

3.6.13.6.3. Customer expectations

3.6.14. At the end of course: Score your self in the journal you will use on the following key questions

3.6.14.1. My team's overall performance

3.6.14.2. The degree to which my team is achieving max profit margins

3.6.14.3. My own stress levels

3.6.14.4. My own degree of knowledge about best practices in service industry management

3.7. Ch 8 ORGANIZE A WORKSHOP DAY ON CUSTOMER SERVICE 400w

3.7.1. Tips for training

3.7.1.1. Preparation for the training event

3.7.1.2. Make a schedule with regular breaks

3.7.1.3. Use of this material

3.7.1.4. A suggestion of topics for your workshop

3.8. FINALLY

4. Project start