Welcome to the “Sparking the Customer Experience: Respond by Acknowledging a Problem” video lesson designed to help you take ownership of an interaction with a guest to be the spark in their experience. This lesson is the fifth of seven in the “Expert Insights: Sparking the Customer Experience with Simon T. Bailey” video course, which is devoted to helping you embrace customer service as a mindset to create happy and loyal customers. In this lesson, you’ll hear stories about companies that did—and didn’t—take ownership of a problem and how their actions made a huge impression. After watching, you’ll understand why fully acknowledging and owning an issue is truly showing the customer that you care.
Overview
COURSE DIFFICULTY
COURSE DURATION
9m
Skills Learned
After completing this online training course, students will be able to:
Identify Effective Strategies for Acknowledging Customer Problems
Demonstrate Active Listening Techniques to Enhance Customer Interaction
Implement Solutions That Improve Customer Satisfaction
Recognize the Impact of Empathy on Customer Experience
Develop Skills to Handle Difficult Customer Conversations
Customer Service Representatives, Sales Professionals, Team Leaders, Managers, Business Owners
None
01. Introduction to Customer Experience
02. Importance of Acknowledging Problems
03. Techniques for Active Listening
04. Strategies for Effective Problem Resolution
05. Building Empathy in Customer Interactions
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify Effective Strategies for Acknowledging Customer Problems
Demonstrate Active Listening Techniques to Enhance Customer Interaction
Implement Solutions That Improve Customer Satisfaction
Recognize the Impact of Empathy on Customer Experience
Develop Skills to Handle Difficult Customer Conversations
WHO SHOULD ATTEND
Customer Service Representatives, Sales Professionals, Team Leaders, Managers, Business Owners
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Customer Experience
02. Importance of Acknowledging Problems
03. Techniques for Active Listening
04. Strategies for Effective Problem Resolution
05. Building Empathy in Customer Interactions
