1. Ambassadors of Customer Experience Module 1 Delivering Great Customer Service

2. 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

3. Agenda What is excellent customer service Understanding our Customers’ needs and expectations The customer Journey Communicating with customers Warm welcomes and fond farewells Practice

4. Ice breaker Warm Welcome An accolade or something you are proud of Something you have in common One word or phrase

5. Who benefits from excellent customer service?

6. 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  

7. 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 expectations?

8. 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

9. The customer journey Experience Arrive Pay Leave Remember Travel Book Hear about you Research & Decision

10. 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   

11. 3 P’s P rofessional P roactive P ositive

12. How do we convey what we think and feel

13. How do we create: A great first impression? A positive last impression?

14. Your turn….. Customer Team Member Observer