Customer Delight Course

“Delight occurs when a customer receives service that is BETTER than they would have believed possible”.

Customers have expectations often set by other industries e.g. banks, airlines, fast food outlets, etc. You are not just competing with businesses that are similar to your own.

Today the “how” is as important as the “what”. Competing goods and services don’t differ greatly from each other, so the way that you supply them to your customers can become more important than the product or services itself.

This Customer Delight training course will establish a foundation for service excellence. By the conclusion of this course, attendees will realise that while Customer Delight is not a common occurrence, it is easy to implement and once achieved, it leaves an unforgettable impression.

Content includes:

• What is customer delight?: Understanding the concept of customer delight and how it differs from customer satisfaction.
• Customer journey: Identifying the various touchpoints of the customer journey where customer delight can be created.
• Customer expectations: Techniques for exceeding customer expectations and creating a memorable experience.
• Effective communication: Learn how to communicate effectively with customers, including active listening, empathy, and effective questioning
• Handling customer complaints: Learn how to identify and resolve customer problems effectively and efficiently and turn negative situations into positive experiences.
• Customer loyalty: Understanding the value of customer loyalty and how to build long-term relationships with customers.
• Satisfaction and feedback: Best practices for measuring customer satisfaction and gathering feedback to continuously improve the customer experience.