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OVERVIEW:
MasterStream: Customer Experience Management takes traditional customer service training to an entirely new level in strategic design and delivery. From concept to execution, this program explores every aspect of initiating, developing and maintaining mutually-beneficial customer relationships.
Rather than focus on a collection of basic advice points and anecdotal stories, MasterStream: Customer Experience Management focuses on the underlying principles and specific skills required for building a strong, satisfied and loyal customer base.
WHO SHOULD ATTEND:
Everyone . Seriously … everyone. Depending on the specific topics chosen MasterStream: Customer Experience Management covers virtually every situation faced by everyone who has any direct or indirect involvement with the way your company interfaces with your customers.
WHAT TOPICS ARE COVERED:
Every MasterStream: Customer Experience Management training program is designed and customized specifically for each client, and is built to include appropriate selections from each of the following six subject areas:
Section 1 — Fundamentals of the MasterStream Method.
This section introduces participants to the fundamental principles of the MasterStream Method and presents our visual model for monitoring and maintaining the ideal conditions for a successful client experience.
Section 2 — It’s all about control.
This part of the program equips and empowers the participants to set higher standards for their organizations and higher expectations for themselves. Depending on the specific make up of the audience members (and the time allocated for the program), the focus can be on any of the 12 areas of control listed below:
Guiding Principle:
Seek to control completely that which can be completely controlled.• Controlling your concept —
• Controlling your product —
• Controlling your strategy —
• Controlling your image —
• Controlling the details —
• Controlling your marketing —
• Controlling your environment —
• Controlling your staff’s behavior —
• Controlling your customer‘s expectations —
• Controlling your sales approach —
• Controlling your offers —
• Controlling your customer’s attention —Section 3 — Making Powerful First Impressions.
They say you only one chance to make a first impression, and there are 10 key opportunities you have to make the right one. This section explores a core set of milestone events in every customer relationship:
• First Awareness —
• First Exploration —
• First Contact —
• First Visit —
• First Interaction —
• First Decision —
• First Transaction —
• First Delivery —
• First Follow-Up —
• First Return Visit —Section 4 — Managing Challenging Situations:
Sometimes things don’t go as planned, and when they don’t, a company is ultimately judged more on how they handle a situation than on the situation itself. This section examines 12 unfortunate turn of events and how to keep things on track.
• First Frustration —
• First Disappointment —
• First Delay —
• First Mistake —
• First Complaint —
• First Cancellation —
• First Return —
• First Favor —
• First Problem —
• First Delinquency—
• First Escalation —
• First Failure —Section 5 — Leveraging the Relationship:
The final part of the program looks at ways to maximize the ROI of every customer relationship and expand your customer base in the process.
• First Kind Words —
• First Feedback —
• First Referral —
• First Recommendation —
• First Testimonial —FORMATS:
All programs are customized to address the unique needs of each audience. Programs are conducted through the dialectic technique — a method which maximizes audience participation, boosts comprehension and increases retention — and include a variety of exercises and small group discussions.
MasterStream: Customer Experience Management is available in several formats. Choose a format based on the depth of training you desire:
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