EMPATHY, THE ESSENCE OF GOOD SERVICE

DELIVER THE BEST AND MOST EMPATHETIC CUSTOMER EXPERIENCE

The secret of excellence in service lies in understanding what the Customer expects during their journey at all points of contact and based on this information plan the experience.

We believe that empathy is the essence of good service and engaging the team is key.

Want to know how to prepare the team to delight the Customer? Then, meet the chart Empathy, The Essence of Good Service created by convergent.

HOW THE PROGRAM WORKS

PLANNING THE CUSTOMER EXPERIENCE

The Empathy Program, The Essence of Good Service, aims to:

  • Map the customer journey according to the reality of your business.
  • Understand the gaps and know how to fix them as soon as possible.
  • Design a new customer experience, much more effective and strategic.
  • Make leaders aware that the customer experience is proportional to the employee’s experience with the company.
  • Make leaders aware that the customer experience is proportional to the employee’s experience with the company.
  • Develop training for the team and empower them.
  • Offer the Customer excellence in personalized service.

BUT, AFTER ALL, HOW DOES THE PROGRAM WORK?

The first step is to define the service strategy, based on 4 principles:

  1. Service Theme: to inspire the empathic history of service at all touchpoints.
  2. Positive clues: signs for the Client to perceive and feel excellence in service.
  3. Negative clues: identify what the Customer does not like to eliminate.
  4. Memorable experience: involve the affective and emotional and all senses to delight the Client.


The second phase is to empower the team. Empower and give tools for employees to realize the opportunities to exceed customer expectations. Listen to the Client and then act; go beyond the standard; be spontaneous and authentic instead of canned script.

EXCLUSIVE BONUSES

All participants receive an E-book with the tips and tools to implement and transform!

ELEVATE THE QUALITY OF CUSTOMER SERVICE IN YOUR COMPANY

The solutions for the design of the experience are built with everyone involved in the history, from the boards to the people who are at the front, stuck with the Customers.

The Customer Journey and the Empathy Tracks are customized according to the reality of each business.

Interested in the Empathy Program, The Essence of Good Service? Put your information in the field below and wait for our contact with an exclusive proposal for you and the company where you operate:

I WANT TO KNOW MORE ABOUT THE PROGRAM