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