How to Reduce Customer Effort
The purpose of this online course is to provide each of the participants with 8 key principles that when applied by everyone across the business will result in a more easy and effortless experience for customers.
Many people think that you can reduce customer effort by slimming down the number of steps and actions a customer has to perform during each service experience. In actual fact that only accounts for around one-third of the total impact.
When customers are asked, it turns out that the their subjective impression of how the frontline staff member made them feel during the service experience is a much larger contributor to how easy (or difficult) they believe the interaction was to complete.
Getting it right is 80% mindset and 20% skill. From putting yourself in your customers’ shoes, to how to avoid customer tennis, once you’ve learned the 8 key principles you’ll be able to tackle both the process and agent-related factors involved in reducing customer effort.
- What is customer effort and how is it measured?
- Getting into the right mindset – how we Think, Feel and Behave determines our Results
- An introduction to the 8 Principles of Ease and Effortless
- The importance of seeing things from the customers’ perspective – breakout group exercise
- How to make it ‘feel easy’ including famous examples of companies that have done exactly that
- Amazon’s secret formula to making it easy
- How to adopt a “Can do” attitude and the right language which makes the service experience feel more positive for the customer
- Don’t play customer tennis, instead learn how to pass the baton with a warm transfer
- Why embracing a “Coaching based culture” is key to providing an easy and effortless Customer Experience
- Why senior Leaders within the business need to model the importance of Customer Satisfaction
- The importance of being a “Problem identifier” and not just a “Problem solver”
- How to ensure that your frontline Customer Service agents are super productive.
For additional information on the event or to reserve your place Click Here
