Delivering a differentiated customer experience creates an organization’s competitive advantage and dramatically enhances the top and bottom line results. Creating memorable experiences requires the transformation of customer service training to focus on four universal customer needs.
Consistency
Delivering consistent experiences while uninterruptedly meeting customer expectations
Responsiveness
Responding to, and processing, prospect or customer inquiries within acceptable times
Personalization
Delivering differentiated experiences to prospects or customers with different attitudes and needs
Convenience
Helping customers complete key activities with the least possible level of effort (removing the burden)
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