Great customer service conversations

CUSTOMER CONVERSATIONS

Customer service is more important than ever. Chatbots, live chat and digital self- serve options have become expected service options by customers. Today’s customers expect organisations to know more, care more, and offer personalised support with problem-solving and what options are available.

What you say and how you say it will continue to make or break your customer experience. Investing in a strong service team will improve customer satisfaction, reduce churn and increase revenue.

GRIST’s great customer service workshops are designed to help face to face, phone- or chat-based customer service representatives to deliver an exceptional customer experience. Great customer service is a dynamic two-way process that delivers great connection with maximum understanding.

‘Building a good customer experience does not happen by accident. It happens by design’.’

— Clare Muscutt, CEO of Women in CX

Key components

  • What customers want

  • The moments that matter

  • The 6X6 Customer Service conversational framework

  • The psychology of performance

  • Making successive improvements to the goal

  • Purposeful experimentation

  • Action planning

  • Reviewing and celebrating success

Ask us how this program can be supported by AI-enabled learning

Program outcomes for participants

GRIST’s unique micro-behavioural approach to great service conversations:

  • Builds self-confidence and empowers the team member to find what works for them

  • Improves speed to competence

  • Creates a performance culture

  • Improves internal NPS of new hires

  • Increase employee engagement

  • Improves customer satisfaction/ customer experience metrics

  • Increases customer loyalty

Program duration

  • Interactive self-directed PDF

  • 2 days face to face workshops, depending on scope of change, or

  • 4 x 3-hour spaced and paced virtual workshops

Pre-work

Bring a recording/transcript of a customer service conversation

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