Excellence in customer experience
Customers no longer base their purchase decision only on the product or service, but on all kinds of perceptions and interactions they have with a brand. The experience with the product itself is still a very important and critical touch point, but there are several other touch points along the buying journey…
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Interested? Read through the product sheet! Whether you’re interested in one topic or path or several, we make sure your training fits your and your organization’s needs.
Delivery format
By assessing your needs we create the perfect training program to meet your challenges, on both an individual and organizational level. Different training topics can be mixed and put together as a training program that creates sustainable change and growth. Choose between varying degrees of customization – either modular or custom-built from the ground up.
Program overview
- Discovering excellence in customer experience
Understand what an excellent customer experience is and why it is so important - Understanding communication
Explore the communication patterns that affect the way messages are sent and interpreted, as a key for effective communication - The power of storytelling
Apply the key techniques that make a conversation with customers powerful, using storytelling - Active listening
Discover how to give the customer full and undivided attention through the ability of active listening - Effective questioning
Find out what kind of questions to ask your customer and when to better understand their needs and build a stronger connection with them - Excellent customer experience in person, via telephone and email
Master your ability to deal with customers in person, via telephone and email, and provide an unforgettable experience - Handling customer objections
Handle the customer’s objections with the 7-step technique - Dealing with difficult situations
Manage your customer’s complaints and deliver bad news using the right approach
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Whatever the challenge, Mercuri International has a learning path for you. Browse through our other learning paths that brings training to wherever your are and when it fits you. Need a customized solution? Contact us to make it happen!
