Optimize the customer experience

Area:

Relational Area

Expertise:

Service orientation

Duration:

31m

Level:

Intermediate

Teacher:

Dr. Mirco Turco

Notes

Goals:

Understand the needs and wants of customers/users. Create moments of contact and show availability for dialogue through active listening and relationship management. Develop and agree on solutions in line with expectations and satisfaction parameters. Take care of and optimize the customer experience. Monitor the level of satisfaction and make any improvements to the products/services.

Plan:

1. Understand needs and show orientation towards dialogue
Understand the needs and wants of customers/users
Known, potential and unmet needs
Create continuous moments of contact
Show availability for dialogue
Constant active listening and relationship management
2. Monitor the level of user satisfaction
Develop and agree on solutions
Be in line with customer/user expectations and satisfaction parameters
Take care of and optimize the customer experience
Modern satisfaction monitoring tools
Operational strategies to improve products/services
€ 140.00

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