Great Customer Service, Customer Experience Customer Support

Delivering Memorable Moments (DMM) is different from other courses as it aims to equip you with practical knowledge and supporting tools (videos, exercises, etc.) to face any customer engagement.

•Discover the powerful S E R V E(c) process, a proven approach equipped with practical tools for enhancing your service and everyday interactions.

•Gain access to an array of ready-to-use learning materials, including engaging videos, informative handouts, and useful tools.

•Experience short, impactful lessons (just over 2 hours) designed for active learning, empowering you to confidently excel in your service role.

Why is it more difficult to deliver a service than a product?

Because service is "intangible", people are involved so communication, emotions, context and expectations differ. It involves activities that you cannot touch, you cannot bottle it, return it, and when the moment is gone… it’s gone…

But... if you prepare, practice and focus on creating “memorable moments” when you serve your customers, success will follow naturally.

Knowing and sharing a clear, authentic “collective ambition” of what customer service success is for your business will help everyone to understand what is expected of them and how to deliver the right service.

In this session I share examples of companies who are known for their service, and we use the lessons as input to create your own service ambition & what you want people to remember about your business, brand and people.

I share a "typical service interaction process" with the steps when serving customers - this is often used to make service more visual and tangible. I then explain the difference between; an interaction, an experience and an engagement, with research result showing why it is important to make sure every interaction is a "memorable moment".

A "memorable moment" can result in engaged, loyal customers. To deliver a moment that goes from an "interaction" to a "memorable moment" needs a special recipe.

In this session, I share the S E R V E method to deliver memorable moments and the unique steps to guide your delivery.

First impressions count! Why? Because you never get a second chance to make a first impression!

It is SUPER important to start a moment right! And WE need to be first to welcome our customers!

In this session we will cover the factors that impact a first impression as well as the behavior guidelines for "Saying a warm hello".

We interact with many different types of customers, and they have different reasons for visiting/contacting our business and what they need and want from us and the experience.

In this session, I share a very helpful tool "The Customer Navigation Tool" to guide your interactions, so that we can improve our understanding of our customers' behaviors, emotions, their motivations, needs and wants.

Taking ownership of a customer request is probably one of the most important aspects of service and needs confidence to either resolve it yourself or make sure someone else helps the customer.

In this step of S E R V E, we are going to create “Service Principles” to guide your decision-making with your own “criteria” of what is important to do in the moment.

Learning to listen and validate with others can really help us navigate all types of conversations (even the difficult ones) and find opportunities to improve.

When we validate with someone, it shows we are human and care.

In this session, I coach how our “Customer Navigation Tool” can guide us to validate with a customer and to identify issues we need to fix.

Our memories of an experience is imperfect because we don’t “average out the entire experience” and neither do we judge the entire experience – our minds create snapshots by only recalling how we felt at emotionally intense moments and how the interaction ended – so the peak- and the end of an experience.

In this session I coach on the "Peak-end rule" and how to use the "Customer Navigation Tool" to identify the peaks and lows and focus on small improvements near the end which can have a large impact on the customer's recollection of the experience.

Now that we have a better understanding of our “unique recipe” to deliver memorable moments and covered all the steps in our S E R V E method, we can start preparing and practicing for our delivery.

There are a few “checks” we need to do before we serve our customers – we need to check what we look like, our workplace & the language we use. In this session we will do a quick recap of the important things and you can make sure everyone is on the same page.