Customer Service and Empathy Improvement Workshop
- To improve C customer experience
B ackground:
The experience of C-end customers entering the service site at every contact point will be scored in their hearts, which will affect their purchase decisions at the service site, whether to choose again in the future, and referrals. Before a decision, there is a series of complex psychological activities and logical judgments. The higher price, the higher requirements of explicit and implicit added value of "service". Therefore, establishing emotional links with customers, thinking from the customer's perspective, and winning the trust on service personnel and enterprises are skills that everyone who communicates with customers must learn. That is Service.
This course aims to improve the precise "service" level of employees, enhance their empathy with different customers, so as to enable customers to obtain positive experiences and increase loyalty; At the same time, it also allows managers to understand that service is a top-down overall concept that cannot be separated. To achieve lasting and stable service quality, it is necessary to start with corporate culture and processes. We take "service" itself as a product to sell, gain customer trust, and expand brand influence.
Objective:
Identify the significance of services to businesses and staff individuals, and motivate employees to attach importance to services.
Promote managers to improve the company's service culture and processes, and reduce customer perceived service fluctuations.
Promote employees to understand their role positioning and how individual behavior affects customer perceptions of the enterprise.
Improve employee empathy, understand customer expectations, needs, and motivations, and better empathize with customers.
Increase the sensitivity of employees to people and quickly identify the characteristics of different types of customersand establish a more harmonious relationship with customers.
Promoting internal service capabilities and serving internal customers well is the foundation for serving external customers.
Audience: Service Provider
Duration: 2 days(6 hours/day),can compress to 1 day based on learning needs
Form:
Facilitator’steaching
Participant experience
Case sharing
Group discussion
Situational drill
Team Games
Guideline
1 st M odule：Customer Experience Panorama
1.Opportunities and Challenges
Interpreting today's competition - The competition of enterprises is to compete for customers
Employee performance directly affects the positioning and brand of the enterprise
2.Profit chain of service industry
Do you really understand "service"?
The value of service to employees: an example of three bottles of water
If you want to serve customers well, first serve yourself well
Service makes guests feel owing you and willing to pay for high prices
The underlying logic of the service value chain: high level services are a series of reactions
Key factors in leveraging the value chain
Core elements of service blueprint: peak value and final value
3.Relationship between service and enterprise sales performance
MOT Critical Moment: SAS Airlines' 100 Million Deviation
Behavior mode of MOT at critical moments
Sell services as products
4.Customer Experience and Customer Decisions
The customer's decision is subjective and emotional
The customer experience is influenced by 7 factors
Behind the service presentation is the brand positioning and value proposition
Customer experience runs through the customer decision-making process
Differentiated Touchpoints in Customer Experience - Human Factors
2 nd Module: Establish correct service mentality and service awareness
1.Role positioning of customer on-site employees
What exactly is provided to the customer?
Understand the difference between job responsibilities and the nature of work
Excellent service depends on your willingness
Excellent service does not cost more than inferior service
2.Service awareness is the first step of excellent service
The process of customer loyalty
Thinking patterns form the perception of different customers
Proactive service awareness
Customer differentiated service awareness
Positive guiding service awareness
Sincere and moving service consciousness
Timely feedback service awareness
A sense of commitment to service
Customer friendly service awareness
Achieve customer service awareness
Service awareness of keeping pace with the times
Serve as a service hero
3. Service starts from the heart
Psychological Iceberg Model of Service Personnel
Expressing sincere concern for people, not things
Convey sincere enthusiasm
Serving wholeheartedly: Shangri-La promotional film
Create surprise: instant surprise, postservice surprise
Happy Work Mindset - Work is a Gift
Gratitude mindset – customers give us opportunities
Positive and sunny work attitude - the power of positive thinking
Emotional Stress Management in Frontline Services - ABC Theory
3 rd Module: Understanding customer needs and building trust with customers
1.Draw a customer portrait
Breakdown of curent customer needs
Changes in priorities in the new era
Customer feature extraction
2.Customer demand exploration
Differences in customer expectations, needs, and motivations
Several levels of customer demand: sharing exclusive information
The explicit and implicit needs of customers
Think: What other needs have not been met?
3. Listening Deep needs of customers
Put yourself down
3F Principles
Listen the system of customers
4.Win the trust of customers
Trust=Professional+Reliable+Intimate
Trust is based on motivation from the other person's perspective
Several dimensions of trust
Building trust: a bridge for value transmission
Professional trust: the fastest way to build trust
Relationship trust: kidnapping customers with emotions
Benefit trust: the most effective way to establish trust
4 th Module: Identify Human Nature Through Customer Traces
1.Customer Traces and Basic Assumptions
Explicit information and abnormal hints
Customer perception layer and role framework layer
Feel the emotional fluctuations of customers
Customer Influence Center
2.Understand the customer's heart
The human heart is unpredictable, grasping the customer's heart
How people are brainwashed
Effective entry points for observing human nature
Naturally influencing customers' choices
Identify the values behind the customer
Identify the authenticity of customer statements
3.Identify customers with different personality traits
Case discussion: Inspiration from a couple's deathbed testimony
DISC kernel: two dimensions, two principles
Quickly identify four behavioral styles
Adjust your personality to stimulate greater self potential
4.Interpreting Customers with Different Personality Traits
Customers with different personalities have different preferences, concerns, and goals
Customers with different personalities have the most different pain points and intolerable communication styles
Learn to get along with customers with different personalities and establish relationships
5.The Simple Application of Personality Analysis in Interactive Communication
Customers with different personalities have different sales methods
Customers with different personalities have different complaint methods
5 th Module: Service Communication - Mobilizing all resources to provide the best experience for customers
1.Communication Objectives
Establish product advantages
Understand the advantages: The advantages that customers believe are the advantages
Present product advantages: product link benefits
Present company advantages: sell the company to customers
Tell customer Who I AM
The dimension of affairs
Human dimension
Deal withcustomer complaints
Handling customer complaints and emotions
Value behind customer complaints
2.Left Brain Communication: Breakthrough Defense
metasomatic background
Factual statement
Focus on logical structure
Establish authority
3.Right Brain Communication:Guide Customers
Mirror effect, staying with customers
Focus on body language
Learn to tell stories, give examples, and visualize them
Create positive emotions for customers: 8 methods
Let the customer know what you have paid
Speak from the other person's perspective
