Learning Outcome
-Understand customer experience management & Journey mapping technique
-Identify and fulfill customers needs to build a wow experience (Physical and emotional)
-Build their Customer Care Department statement of direction
-Identify their departmental values and take them into action
-Ask customers more powerful questions to identify their needs
-Master advanced listening techniques -Build Rapport with customers in 60 Seconds
Target Audience
Customer care Advisors, Team Leaders, Supervisors and Managers