How to Delight Customers Training Module on Customer Service Edu Ppt

Slide 4 

This slide depicts an activity that can be performed by the customer care executives during their training session to effectively anticipate the customer's needs.

Instructor’s Notes:

• Instruct participants to imagine how this interaction improved the customer's day and to elaborately praise the company's best features
• Then, to prompt a discussion, ask for volunteers to share their letters
• The goal here is not only to boost team morale but also to actively engage participants in thinking about what a customer is looking for when they seek assistance from one of your team members

Takeaway- We've identified some fantastic things that a company does that are all part of the service it provides. Although some interactions can be complex, a company can provide an excellent experience to its customers, and most customers expect these things when they approach the company. Take these characteristics into your following few customer conversations, and keep in mind how these best practices can help you create delighted customers

Slide 6

This slide provides information regarding the definition of customer delight. It also contains details of the earlier popular funnel model and existing flywheel model to ensure customer delight.

Slide 7

This slide highlights the model to showcasing the different customer satisfaction levels such as delighted, satisfied, and dissatisfied.

Slide 9

The purpose of this slide is to highlight how customer satisfaction is different from customer delight. It also contains an example to explain the same.

Slide 11

This slide provides information regarding the key approaches to give the customers a delightful experience. The major approaches discussed are personalized messaging, quick support, anticipating customer needs, customer segmentation, educating customers, empowering employees, and embracing data.

Instructor’s Notes:

The key approaches to give the customers a delightful experience are as follows:

• Personalization: Make the customer feels special by sending personalized messages on birthdays and festive occasions, curating special product combos and packages to fulfill their needs
• Provide Quick Support: Provide support to customers on platforms where they are most active such as messaging platforms (WhatsApp) or social media channels such as Twitter. Delight them by assisting them there only, so that they don't have to leave what they are doing
• Anticipate Customer Needs: Develop an ability in the agents to understand what the customer wants with limited information
• Customer Segmentation: Group customers based on product usage so that it becomes easy for agents to engage with them effectively
• Educate Customers: Send automated newsletters to customers to make them aware of new products and offers. Create and share product guides with customers containing information regarding the best practices and product usage
• Empower Employees: Empower employees to make real-time decisions to make their experience delightful. For example, employees at the Ritz Hotel chain can spend up to $2,000 to delight their customers
• Embrace Data: Use customer surveys and transactional data to make informed decisions to make customer's overall experience delightful

Slide 12

The purpose of this slide is to showcase the key performance indicators to measure customer delight successfully. The multiple KPIs highlighted are churn rate, retention rate, and customer lifetime value. It also contains the details of the formula to calculate them.

Slide 14

This slide depicts the summary of how to delight customers training session.

Slide 32 to 46

These slides depict energizer activities to engage the audience of the training session. 

Slide 48

This slide highlights the cover letter for the training proposal. It includes details regarding what the company providing corporate training can accomplish for the client.

Slide 51

The purpose of this slide is to showcase the multiple types of courses offered by the training company.

Slide 53

This slide indicates the major deliverables that the corporate training firm will provide to the client. The key deliverables highlighted are session plans, PowerPoint deck, evaluation material, and training handouts.

Slide 55

This slide represents the multiple additional services offered by the training firm to the client, such as webinars, planning journals, and e-learning design solutions.

Slide 57

This slide tabulates the major deliverables offered by the training company to the client along with their associated costs.

Slide 58

The purpose of this slide is to highlight the multiple additional services offered by the training firm along with their cost details.

Slide 60

This slide provides an overview of the corporate training firm's vision and mission statements, core values, and key clients.

Slide 62

This slide highlights the major awards and recognition won by the training firm for their exceptional service to clients.

Slide 64

The slide provides information regarding the team members that would be providing the training services to the client. It includes details of the trainer and their respective designations.

Slide 65

The slide provides information regarding the team members that would be providing the training services to the client. It includes details of the employees’ names and their respective designations.

Slide 67

This slide provides information pertaining to testimonials given by satisfied clients of the training firm.

Slide 68

This slide highlights the testimonials from multiple satisfied clients of the training firm providing information regarding congratulatory messages, client name, and company details.

Slide 70

This slide showcases the case study for the training proposal. It includes information regarding the problem faced by the client and solutions offered by the training firm. It also covers details of the results and client testimonial.

Slide 72

This slide provides information regarding the contract terms and conditions of the training proposal. It also includes details of deliverables that the training company will provide to the client.

Slide 74

The purpose of this slide is to provide the contact information of the corporate training firm. It includes the firm’s official address, contact number, and email address.

Slide 75

This slide highlights the training evaluation form for instructor assessment. It also includes sections to fill details of training information and attendee details.

Slide 76

This slide showcases the questions for the assessment of the training content by the attendees.

Slide 77

The slide indicates the evaluation form for course assessment. It also includes questions pertaining to the future actions of the attendees.