Ambassadors of Customer ExperienceModule 1

Delivering Great Customer Service

Session Objectives

• What is excellent customer service• Who are our customers and how they

like to be treated• Assess existing customer service and

how it can be improved• How our behaviour affects the

customer experience• How to make a great first impression

and leave a positive lasting impression

Agenda

What is excellent customer service

Understanding our Customers’ needs and expectationsThe customer JourneyCommunicating with customers

Warm welcomes and fond farewells

Practice

Ice breaker

Warm Welcome

An accolade or something you are proud of

Something you have in common

One word or phrase

Who

benefits from excellent customer service?

Share one example each of:

What you would have liked instead

Excellent service and what made it so good

Poor service, and what made it disappointing

How well do we meet our customers’ needs?

Delight our

customers

What do they need or expect?

What makes us special or

unique?

How can we exceed their expectation

s?

Exercise• Find a partner and decide who is A and B• A to think of something your partner does

not know about you (non work).– e.g. Where you want to go on holiday next

year, how you will be spending Christmas, a hobby

• B to ask as few open questions as possible to find out your partners ‘secret’

• A can only answer the question i.e. don’t give away any additional information

Th

e cu

stom

er jo

urn

ey

Experience

Arrive

Pay

Leave

Remember

Travel

Book

Hear about you

Research & Decision

What did you see on your Customer Journey?

What needs improving and you can help

What you liked and why

What could be better but needs help from other departments or management

3 P’s

Professional

Proactive

Positive

How do we convey what we think and feel

Words 7%

Voice 38%

Body Lan-guage 55%

How

do we create:• A great first impression?• A positive last impression?

Your turn…..

Customer

Team Member

Observer

A

B

C