Customer relationship: efficient communication to strengthen customer experience

1 How to build a quality customer experience.

We will look at the best practices in customer service on the phone, by email and in person to help employees involved in customer relations to give their best. A (very) good customer experience is a lever to transform a customer into an ambassador of your brand.

2 Maximize efficiency by communicating quickly and well, clearly and concisely.

The importance of the customer experience.

Although there is more and more automation, having a human contact remains very appreciated by consumers. Especially since their situation can be complex. Having a contact person who listens, who is able to favor a customer-centric approach, guarantees both their satisfaction and their attachment to your company. When purchasing a service or a good, a person wants to feel that the supplier takes care of him and his request. Especially since the relationship does not end with the purchase. Within the VS, listening, respect and empathy go hand in hand with an optimal knowledge of the product we represent. The customer's experience with your VS depends not only on their satisfaction, but also on their enthusiasm to report back, to talk to others or to repeat the experience. And vice versa: a bad experience with customer service can negatively influence your business development.

3 How to improve the customer experience

Participants will discuss a few key factors, which are sometimes overlooked, but which can contribute to making easy gains in the customer's mind.

• Being well prepared, from the first contact, or how to create a welcoming atmosphere and make a good first impression. Adopting the right attitude: a set of elements not to be neglected to reassure the potential client: positive attitude, tone of voice, choice of words, active listening, mental posture, enthusiasm... whether in presence or at a distance, they remain perceptible and influence the degree of client confidence. We will see the points to work on (behavior, language) and how to improve your approach.
• Integrate all the specific steps in the calling process: ethics and ease on the phone. Reassure, welcome, arouse trust, show respect, even from a distance, to develop a good relationship throughout the call.
• The WOW effect, behind the expression, concrete criteria to integrate.
• Equal treatment of internal and external customers. Do not confuse the difference in the service offer with the difference in treatment.

4 Knowing oneself well to be more efficient

Knowing oneself objectively to take advantage of one's strengths and weaknesses.

• Self-assessment of strengths and opportunities for improvement in terms of service. For the same product/service, different presentation depending on the nature of the consultant. Knowing oneself in order to adjust and avoid being overwhelmed by one's "weaknesses".
• Words, expressions and behaviors to adopt and those to avoid. Optimize your chances of keeping the client's trust and good mood by avoiding the traps.

5 How to decipher the client's personality in order to better respond

All customers are not identical, neither in their needs nor in their behavior. However, you must be able to manage them as soon as they come into contact with the VS. We will see how to identify the type of client in order to respond effectively.

• Recognizing and adapting to different client styles
• Needs analysis: make an excellent diagnosis to ensure the best treatment. Identify the questions to ask, when to ask them and for what purpose.
• Active listening: mastering the method and avoiding the pitfalls. Self-assessment, definition and barriers to listening vs. facilitating factors (empathy, benevolence, respect)
• Empathy to defuse negative emotions or how to put yourself in the client's shoes

6 How to handle difficult situations

If everything was fine all the time there would be no need for VS. The reality is that customers will (often) contact the VS because they have a problem. This should not be an issue for representatives.

• How to deal with an unhappy customer. Possible causes of customer dissatisfaction: misunderstanding, delay in response, an error, a change in rate or product... Even in a more complicated situation, the role of the VS is to aim for customer satisfaction.
• Apologizing. The limits of what one must assume. Honesty and dignity always in the background.
• Courtesy bridge: the art of tactfully cutting off speech.
• Approach the solution mode (focus on the solution rather than the problem).
• Rising to the challenge of closing the meeting on a positive note.

7 Ease and Pitfalls of Electronic Communication

Current best practices for electronic communication. Know the standards of customer service in the face of changing communication.

8 Exercises

• Case studies
• Development of an individual action plan
• Checklist tool including key concepts