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Outstanding Customer Service Training: Level 3

Mastering WOW in Customer Service

An in-person or live-virtual workshop that defines WOW customer service in a meaningful way, and introduces the skills and mindset participants need to deliver WOW experiences consistently.

LIVE/VIRTUAL:

FOUR

2-hr Modules

INTERACTIVE

Yes

8 HOURS

Total Duration

8 WEEKS

Reinforcement

LIVE/ON-SITE:

ONE

8-hr Workshop

INTERACTIVE

Yes

FULL DAY

Total Duration

8 WEEKS

Reinforcement

LIVE, VIRTUAL TRAINING

Three 2-hour modules (6 hours in total)
Highly interactive
4-week reinforcement

LIVE, ON-SITE TRAINING

One 8-hour workshop (full-day)
Highly interactive
8-week reinforcement

PREREQUISITES: COMMUNICATION SKILLS FOR CUSTOMER SERVICE

About This Course:

Mastering WOW for Customer Service is a course for those who are customer service professionals. Participants learn poise and confidence with high-value customers. They will learn how to identify wow opportunities and how and when to make innovative decisions that will lead to long-term loyalty.

This course follows the Communication Skills for Customer Service program, and includes lessons from The Journey to WOW.

Topics:

How to identify WOW opportunities

Exploring the common elements of potential WOW experiences
Advanced discovery and customer education skills

Innovation and creative problem solving

How to breaking through functional fixation and confirmation biases
Applying cost-benefit equations to decision-making

Anticipation, follow-up and follow-through

Using questions to identify potential future needs
Creating a ‘constant contact’ practice with customers

How to create moments that customers will rave about

Creating unexpected, personalized benefits
Applying the science of pleasant surprises

Who Should Attend:

Customer facing roles (In-person, telephone and digital)
Technical support
Managers, Supervisors, Leads
Sales
All experience levels
All industries

Course Outcomes:

How to achieve “trusted advisor” status
More anticipation and follow-through with customers
Greater confidence with high-value and status customers
Increased customer loyalty

Related Customer Service Insights

What is WOW Customer Service?

Who Says Banks Can't Deliver WOW Experiences?

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