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