Welcome to the “Creating Amazement” lesson which discusses the idea of being better than average all of the time. This lesson is the second of five in the “Expert Insights: Creating an Amazing Customer Experience with Shep Hyken” course, which is meant to give workers and managers the tools they need to create a more amazing customer experience. In this lesson, you’ll learn what “average” means, how to get 5-star ratings (hint: it’s not as hard as you think!), and the importance of managing each interaction. Shep will talk about the moment of truth, and how it can become a moment of misery, mediocrity, or magic. After viewing, workers and managers will understand the importance of each of their roles in creating an amazing customer experience.
Overview
COURSE DIFFICULTY
COURSE DURATION
25m
Skills Learned
After completing this online training course, students will be able to:
Understand What Average Means in Customer Experience
Identify the Key Elements of Achieving 5-Star Ratings
Manage Each Customer Interaction Effectively
Recognize the Importance of the Moment of Truth
Create Moments of Magic Instead of Mediocrity
Customer Service Representatives, Managers, Team Leaders, Business Owners
None
01. Introduction to Customer Experience
02. The Concept of Average in Service
03. Strategies for Achieving 5-Star Ratings
04. Managing Customer Interactions
05. Transforming Moments of Truth into Moments of Magic
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand What Average Means in Customer Experience
Identify the Key Elements of Achieving 5-Star Ratings
Manage Each Customer Interaction Effectively
Recognize the Importance of the Moment of Truth
Create Moments of Magic Instead of Mediocrity
WHO SHOULD ATTEND
Customer Service Representatives, Managers, Team Leaders, Business Owners
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Customer Experience
02. The Concept of Average in Service
03. Strategies for Achieving 5-Star Ratings
04. Managing Customer Interactions
05. Transforming Moments of Truth into Moments of Magic
