EVENT DESCRIPTION

All businesses should deliver satisfactory customer service —but that's not at all what this course is about! Here we'll look at how to create truly great customer experiences — those "wow" moments that amaze customers, inspire loyalty, and free stores from race-to-the-bottom pricing competition. Leading customer service expert and New York Times-bestselling author Shep Hyken has built a set of tools that allow us to create true moments of magic for our customers — and just as importantly, to do so consistently. The result isn't just spectacular for customers, it's more rewarding and motivating for staff.

LEARNING OBJECTIVES:

By the end of the course participants will be able to:

  • Demonstrate how to turn the point of sale into an opportunity to amaze
  • Apply techniques to inspire and surprise your customer
  • Describe how to deal with upset customers and how to win them back
  • Demonstrate how to make a lasting impression to customers

WHO WILL BENEFIT:

Front line staff who deal directly with customers.

FORMAT:

This e-Learning course is broken into several modules that learners can complete in a time convenient for them. Learners are encouraged to break the course up into manageable chunks according to their schedules. Modules include an assortment of engaging short videos, interactive sessions, reflective questions and takeaway worksheets.