Customer experience is the new economy, with latest research revealing;
- 86% of customers will pay more for a better experience, and
- 89% moved their business to a competitor following a poor customer experience
Do you have a system in place to monitor your customer experience standards, or do you just leave it to chance?
Are you providing an exceptional customer experience at each and every touch point in your organisation that keeps your customers coming back for more and raving about you to others?
Just one slip up could mean the difference between their loyalty and defection.
It takes many years to build a solid reputation and just minutes to lose it. In this new age of rampant social media, negative reviews will spread like viruses with the click of a mouse, rapidly eroding trust and ruining your reputation. Because complaints on the internet are public knowledge, organisations need to be increasingly savvy around customer dissatisfaction and how they handle complaints. In this competitive customer experience economy, if you’re not constantly staying ahead of the game you’re going backwards.
The key to maintaining customer satisfaction in today’s sensitive market is to understand the relationship between your organisation and your customer, and understand the role that effective communication skills play in building and maintaining that relationship.
According to studies, customer experience can drive customer loyalty, company growth and profitability. That means your organisation can make a huge difference by creating happy customers.
So how do you make your customers happy? Build an exceptional customer service system that makes them feel valued.
Congratulations on arriving here. You understand the importance of providing an exceptional customer experience. You know your organisation’s success demands everyone be skilled to communicate effectively, professionally and consistently. Don’t leave this crucial area of your marketing to chance! Edge will shape your team to bring out the very best.
Create Exceptional Customer Experiences
Build loyalty and boost retention by learning how to create the WOW! factor for your customers.
Build Great Relationships Quick
Enrich relationships and boost potential by discovering why you click with some people and others drive you crazy. Learn how to adapt your communication style to others and create exceptional customer experiences.
Winning Ways to Communicate with Your Customers
Empower every person at every level in your organisation to communicate more effectively and build an enviable reputation.
Fast Track Your Phone Skills
Create an exceptional first impression of your organisation with professional, confident and consistent telephone skills.
Smart Phone Skills for IT Experts
Provide quicker resolutions and create happier customers by learning how to build trust and communicate more effectively.
To ensure all of our staff are providing outstanding customer service we contacted Ava to deliver a customer service skills workshop for our medical receptionists, which was tailored to our specific needs and requirements. Ava taught us some excellent ideas in how to communicate more effectively in all areas of dealing with our clients and patients, this included face to face communication and over the phone. The workshops were great to give the team strategies in managing difficult situations within the workplace. Our team have been able to easily use the skills Ava taught us in the day to day running of the clinic. Ava’s workshop was easy to follow and very interactive, she was also great at answering any questions we had throughout the workshop. Overall the team have displayed more confidence, professionalism and friendliness after having the workshop with Ava.”
Alysia Harper, Team Leader, Redimed.
Ava presented two professional development workshops at HLB Mann Judd – one for our Business Services team and the other for our Audit and Corporate Services team. The aim of these workshops was to create an awareness of the importance of aligning customer experience with the HLB Mann Judd brand promise. Ava did a wonderful job of achieving this aim and enabling our professional staff to identify how they can ensure their service delivery aligns our client’s experience with our firms values and our promise of “great people, great results.” Her seminar was engaging and captivated the attendees to understand better the customer journey, the use of different types of “language” and the importance of a customer service system. We all thoroughly enjoyed and benefited from her knowledge and have taken on board many of her ideas to improve our client service approach. Ava is an extremely professional and experienced communications consultant. She uses humour, interactive techniques and factual information to ensure she gets her message across to a diverse group of people. I would not hesitate to recommend Ava”.
Lyn Hawkins, Business Development and Marketing Manager, HLB Mann Judd
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