CUSTOMER SERVICE EXCELLENCE
Seeking to enhance your business’s customer service experience and inspire rave reviews for your brand? This course will show you how to map out and design a consistently excellent customer experience.
WHO IS THE COURSE FOR?
Business Leaders/Managers who seek to improve the quality and the consistency of the service they offer in their business.
Entrepreneurs who plan to offer exceptional service but are not sure how to define the standards of service and create a culture of service.
WHAT YOU’LL LEARN
•How to analyse the customer’s experience to identify gaps in service
•How to create a memorable customer experience that covers all touchpoints of the customer’s journey including pre- and post-purchase
•How to custom-design a customer experience that is advantageous for all parties involved
•How to define service standards that create service consistency while also empowering team members
•How to inspire your team members with a training process that creates a feedback loop for constant improvement
•How to create a culture of ongoing learning and development
COURSE OUTLINE
Module 1: The experience economy, digital transformation and its impacts on customer service
Module 2: Mapping The Touch-points Of The Customer Journey
Module 3: Deliver The Ultimate Guest Experience
Module 4: Create Service Culture
EXPERT
Chris Meylan is the COO of AIHM and a graduate of EHL with extensive international experience in the hospitality industry. He has worked in five-star resorts and hotels in Switzerland, Thailand and Singapore and has spent the past 15 years in education as a hospitality educator, teaching undergraduate and postgraduate students and coaching faculty.
Chris has been recognized as an Apple Distinguished Educator and Apple Professional Learning Specialist. He is passionate about using technology to transform education and make learning more engaging.