Improving the Customer Journey for Support Staff

Introduction

Good customer service does not come down to just one person, or just one interaction, we can all add value to the customer’s experience, whether we work with them directly or not.

This webinar will explore how support teams can truly add value to the customer experience and discover the impact that can have on the whole firm.

What You Will Learn

This webinar will cover the following:

• Defining your customers - both internal and external, plus visible and invisible
• What do they want, need and expect from us?
• What are the 5 key drivers of customer satisfaction?
• How we can influence and add value at each of those stages
• The steps we can take to drive customer service excellence across the firm
• Mastering customer communication, on the phone, online and in person