RDM U:CUSTOMER EXPERIENCE

Focus• What does great service look like and why should we care?

• How can we improve?

• How does this relate to you?

How to React• What to do when you come across an angry customer:

o Let them vent

o Do not take it personally

o Respond calmly

Show Interest

• Body language is important

• It’s not what you say, but how you say it.

Listening• We were born with two ears and one mouth for a reason:oListening is the single most important thing you can

do.

• Become a “Customer Company”oMarc Benioff – CEO Salesforce.com

• Connect with your customers in a whole new way

Listening Skills• Avoid interrupting people• Echo back – “So what your saying is…”• Pause before answering• Active Listening

o Nodo Expressionso Gestures

Question Skills• Ask questions• Show Interest• Questions Pull – Statements Push• 3 Types of questions – oOpen Ended – “ How”oClosed Ended – “Yes / No”oConfirm – “Validation”

Successful Project Skills• Expectationso Timelineo Budget

• Value Addo Do more than askedo Support your teammateo Fresh eyes

• Full Circle o Cross the finish lineo No loose endso Next steps

Put Into Action• We are a Customer Company • Do more than asked• “Listen More Talk Less”• Questions pull, statements push • Practice