PROGRAMME OVERVIEW
THE CUSTOMER-CENTRIC BRAIN
…The neuropathway to improved customer experience
Customer Experience Management (CEM) is the practice of designing and managing customer interactions to meet or exceed customer expectations and thus increase customer satisfaction, loyalty and advocacy.” Recent Neuro Science Research into how customers perceive and define experience is revealing how customer service representatives can increase customer satisfaction using the Brain based solutions.
The Brain is the most important organ in the human body, and as powerful as it is, it is designed to have a preferred style of operations, which impacts how we function and the results we achieve at work.
The ability to achieve pleasant emotional connection with customers requires a balance of technical and emotional capabilities of the customer service representative or staff; the neuro-pathways of a customer service representatives can be assessed, analyzed and refocused to achieve customer satisfaction irrespective of the customer’s personality and attitude.
Understanding Neuro Approach, Brain Styles and Brain Talents are three powerful strategies to achieving a balanced performance in numerous organizational functions including customer service.
Who should attend
Customer Facing Leaders, Representatives and every customer facing staff
Programme Fee
₦ 40,000 Per Participant. Group pricing is also available
Duration
1 Day
Modules can be adjusted to fit your specific training need and timing
Module 1: Introduction to “The Brain” & Emotional Intelligence
- Understanding the Brain
- The Brain and Emotional Intelligence
- Practicing Emotional Intelligence
Module 2: NEURO SCIENCE AND CUSTOMER EXPERIENCE
- The Brain and Service Perception
- The Customer’s Reptilian Brain
Module 3: NEURO FOCUS FOR SUPERIOIR SERVICE
- Brain Talents for “Focus”
- Personal “FOCUS” Preferences
- Balancing “FOCUS” Styles for Superior Service
Module 4: NEURO DECISION MAKING FOR CUSTOMER SERVICE
- Brain Talents for “Decision Making”
- Personal Decision Making Preference
- Optimizing C.O.I.N Model for Service
- Balancing “Decision Making” Styles for Superior Service
Module 5: NEURO DRIVE (ACTION)DYNAMICS FOR CUSTOMER SERVICE
- Brain Talents for “Drive”
- Personal Drive Preference
- Balancing “Drive” Styles for Superior Service
- Your Service Noble Goal
Module 6: YOUR BRAIN STYLES & CUSTOMER SERVICE
- Your Brain Style
- Serving Customers with other Brain Styles
A CROSS SECTION OF OUR CLIENTELE
Contact us for this in-plant training
