In this module, you will gain the ability to identify and address both operational and relational expectations of your customers, leading to enhanced satisfaction. You’ll learn to integrate the emotional dimension into your customer interactions, ultimately securing stronger customer loyalty.
Key outcomes of this module include:
- Defining criteria for assessing customer satisfaction.
- Understanding the distinction between meeting expectations and fostering customer loyalty.
- Identifying pivotal moments of truth in customer relationships.
- Mastering key emotions for building customer loyalty.
- Achieving success in managing the emotional aspect of customer relations.
This module is tailored for individuals working in direct customer-facing roles.