The Customer That Never Walked Away: Workshops

  • Duration: 1h 30min
  • Number of participants: 1 - 100
  • Delivery Method: Online/Offline
  • Skills:

DESCRIPTION

Let our customers stay.” “Let our employees stay.” “Let us stay.” Yet, moving from one place to another is often a decision that doesn’t happen overnight. It can be a gradual build-up, like Chinese water torture, or a sudden turning point when we weren’t present in the relationship. In this masterclass, we present scientific data from studies on the reasons behind departures and brand changes. We will analyze NPS and E-NPS to learn how to interpret signals before it’s too late. We will develop metacognitive skills to recognize signs of demotivation or unusual behavior so we can act proactively. We will learn how to be present in our relationships.

The Customer That Never Walked Away

METHODOLOGY

  • Case studies and real-life examples to illustrate different customer personas and their needs.
  • Analytics tools and metrics for measuring customer satisfaction and loyalty.
  • Tools for managing emotions and the customer’s psychology

OBJECTIVES

  • Understanding the constructive mindset needed to approach an internal/external client
  • Empathy Map – understanding and managing emotions to build healthy relationships 
  • Emotional regulation and techniques to increase stress resilience  
  • Familiarizing and practicing routines to ensure our well-being
  • Managing difficult conversations
  • Familiarize and practice techniques to say no, set healthy boundaries

TRAINER

Alice Bold – Community Manager

Hello there! I’m Alice Bold, your Humanistic Community Manager, here to foster a warm and supportive environment for all our learners.  Contact me to find out a curated list of more than 120 trainers and facilitators and their expertise for our courses.  Let’s build those future skills today!

Read More »

Laura Vasluianu

2023 – Psychology Degree 2022 – Entrepreneurship Academy Trainer 2021 – Certified Consultant for Human Synergistics LSI/ GSI 2019 – Mindlearners Transformational Coaching Program 2016 – Best Training Program at the Contact Center Awards 2015 – Best Designer Award within WNS Learning Academy Global 2015 – Best Training Program at the Contact Center Awards 2010 – MSc in Financial Management With over 14  years of HR experience, Laura has been working in learning since 2010. During this time she has been involved in designing and implementing award-winning development programs in a wide range of industries. Laura’s experience ranges from co-designing and implementing corporate L&D strategy and overseeing organization-wide programs aimed at changing organizational culture and learning to the development and implementation of programs on topics like Customer Centricity, Emotional Intelligence and Leadership in large multinational organizations. She has also had the opportunity to work with varied audiences from top management

Read More »

Customize this workshop to your company's needs

Fill in the form below and get a free strategy
Request a call

Related workshops:

Load More