Customer experience
Instructor-led training
17th Oct 2022 / V.01
By the end of this module, you would be able to...
● Understand what is ‘Customer Delight’
● Differentiate between ‘Customer Delight’ & ‘Customer Satisfaction’
● Know the measurables of customer experience
● Understand the factors that impact your customer experience
● Know the key aspects that makes a difference in customer experience
● Find out the best practises that could improve your customer experience
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What is ‘Customer delight’?
Customer delight is the process of exceeding a customer's expectations to create a positive customer
experience with your product or service to improve loyalty.
Why should you provide a delighted customer experience?
As a customer-facing brand in a highly competitive market, how do you achieve the cutting edge over
others? What does it take for the customers to pick you over the competition? It is absolutely possible
only by exceeding your customers expectations exceptionally by addressing their queries and assisting
their needs.
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Customer satisfaction
Customer delight
vs.
Your customers are delighted when you address their queries and assist their needs
exceptionally, and your customers are satisfied when you just meet their expectations. Although
satisfying your customers is good, delighted customers are more likely to become loyal
customers and brand advocates for your products & services.
We often perceive ‘exceptional experience’ to be a ‘WOW experience, but it doesn’t necessarily
have to be. Exactly comprehending what customer requires, and addressing them to the point is
what it makes a difference from the classical scripted service.
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Some measurables of ‘Customer satisfaction’
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What matters the most for providing delightful experience to your
customers?
Issue resolution
Customer engagement
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Some measurables of ‘Customer satisfaction’
Customer engagement
What makes a difference for a delightful customer experience?
WOW experience
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Easy experience
What are the key aspects of providing a delightful experience
to customers?
Educate your customers
Handle objections
carefully
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Empathize, Acknowledge
& Assure
Say ‘No’ gracefully
Best practices
● Proactively read customers issue information/details to avoid them repeating the existing information.
● Do not focus only on answering customers questions, but also identify their needs.
● Ensure that your responses address customer questions and sound realistic. Avoid scripted phrases.
● Be ‘solution focused’. Always check for alternatives and never miss out on explanations.
● Always maintain a positive and friendly professional tone. Avoid using negation.
● Always provide as much information as you can, to avoid customers contacting us again for the same
reason.
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Questions
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