Customer Experience Cycle Workshop

  

Location: On-site only
Length: ½ Day
Number of participants: Not to exceed 70
Materials: Hand-out material furnished, printed by organization
Follow up: No-charge 6 month MVP follow up program. Attendee’s may contact speaker for customer experience training relevant questions by e-mail or phone for six months following presentation.

Benefits from the workshop:

• Excellent team building exercise

• Front line involvement, enrollment and buy in

• A model of non-negotiable standards for front line team to follow

• Increased awareness to all the Service Defects

• Increased awareness to all the Above and Beyond Opportunities that most front line team members miss

• Separates Operational Standards from Experiential Standards

• Increased Service Aptitude of team/management

• Information to create training materials, tests and the next generation of Customer Experience Standards
   

1. Secret Service – Hidden systems that deliver unforgettable Customer Experience

• Current state of affairs in Customer Experience

• Secret Service Concept

• Secret Service Examples

• Distinguish between new, returning and VIP Customers

• Secret Service Systems

• Secret Service Mindset
   

 

2. Cycle Workshop

 

• Typical Customer Experience Cycle

• Stages of the Cycle

• Operational vs. Experiential

• Distinguish between new, returning and VIP Customers at each stage

• Service Defects in each stage

• Experiential Standards in each stage

• Above and Beyond (WOW) Opportunities in each stage

• Individualizing the Customer’s Experience
   

3. Recap Workshop and Close

• Indentify top choices in Experiential Standards and Above & Beyond

• Recap each stage

• Personal Accountability

• Team Accountability

• Team Commitment

• Motivational Close