Optimising customer experience

Area:

Relational Area

Expertise:

Service orientation

Duration:

30m

Level:

Intermediate

Trainer:

Mr. Mirco Turco

Notes

Goals:

Understanding the needs and desires of customers/users. Building connections and showing openness to dialogue through active listening and relationship management. Developing and reaching an agreement on solutions in line with expectations and satisfaction parameters. Taking care of and optimising the customer experience. Monitoring the level of satisfaction and improving products/services.

Plan:

1. Understand needs and be open to dialogue
Understanding the needs and desires of customers/users
Known, potential and unmet needs
Building connections
Showing openness to dialogue
Constant active listening and relationship management
2. Monitoring user satisfaction
Developing and reaching an agreement on solutions
Being in line with customer/user expectations and satisfaction parameters
Taking care of and optimising the customer experience
Using modern tools to monitor satisfaction
Operational strategies to improve products/services
€ 140.00

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