Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, 或者在可持续性方面失败. Competition is no longer just down the street. 客户要求更高的价值,并希望从被动报告转向实时服务. 在未来, the customer experience will be measured by value, 贡献, 影响和可持续性.
学习目标:
· Differentiate between customer service and customer experience
· Recall the three levels of customer relationships
·识别核心组织和文化决策,建立可持续的良好客户体验文化
· Recall key points of the Herzberg’s Motivational Theory
· List techniques for delivering great customer experiences
谁将受益:
· Professionals in a leadership, supervisory or managerial position
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