Customer Experience
PROGRAM: Understand the motivations behind Customers' choices and preferences, know their purchasing decision-making path and recognize their explicit and implicit expectations. Analyze Customer satisfaction with the relationship created, develop Customer Service, manage requests and critical issues.
OBJECTIVES: Build a valuable Experience, establish a relationship of trust with the Customer, define a unique, differentiating and lasting Customer Care approach. Manage objections and critical issues in the best possible way, grasping nuances and opportunities, increase the ability to listen empathetically, recognize and understand the interlocutor, establishing a profitable relationship for your business.
SUBJECTS:
• Analyze the relational path with the Customer, understand needs and requirements.
• Identify explicit and implicit expectations, verify the correspondence between what is provided and what is perceived.
• Analyze customer satisfaction mechanisms, verify their value and loyalty.
• Develop and organize company know-how to respond to and satisfy the Customer.
• The ability to know and influence the Customer to obtain a competitive advantage in their market.