Crafting an Exceptional Customer Service Experience
In this Live Online Workshop you will learn about the Critical Steps and Skills to achieve High Customer Satisfaction and Why It Pays Off.
Research Shows Happy Customers:
- Buy More Frequently
- Spend More
- Are Less Price Sensitive
- Make Referrals
How to Make Your Customers Happy
Define your solution
- What it takes to have a happy customer
- Determine the problem that you solve, the value you provide, and what differentiates you from others
- How to deliver superior customer service
- How to measure customer success
Set expectations
- Be clear on what is to be provided
- Do you offer more or less than comparable offerings?
- What you say matters
Deliver what you commit to ... and more
- Don't overpromise, overdeliver
- Include a surprise extra
Provide Timely response to Feedback ... good and bad
About Our Instructor
Andy Wilkes has worked in the IT professional services field for more than 40 years in program management and business leadership positions. He held Director and Vice President roles with major hardware and software vendors where he was responsible for the delivery of critical IT and business programs enhancing corporate support and performance.
He had the lead role in establishing service delivery and customer satisfaction metrics as well as development of personnel and professional leadership to support these efforts.The organizations that he led achieved the highest customer satisfaction ratings for the worldwide service delivery organization for multiple years.
Andy is a native Georgian and enjoys outdoor activities, spending time with his family, and supporting entrepreneurs and small business owners as a SCORE mentor.
