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Customer Care → Culture & Core Values

Customer Experience (Customer103)


Description
Companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues.
Content
  • Customer Experience
  • Section 1
  • CX Start with a Quote
  • Introduction
  • Training Summary
  • Most exciting opportunity for a business
  • The most exciting opportunity for a business
  • Section 2
  • What is Customer Experience?
  • CX Representation
  • Why is customer experience important?
  • Happy Customers
  • Section 3
  • How is customer experience different from customer service?
  • CS is only one aspect of the entire CX
  • Difference between CS and CX
  • Shapermint CS and Shapermint CX
  • Attest Customer Experience
  • Section 4
  • How important is Customer Experience?
  • Customer Shopping Behavior
  • Great Customer Experience
  • Customer Experience on High Priority
  • Challenge with Customer Experience
  • Customer Experience Ratings
  • How can we create a great Customer Experience?
  • Section 5
  • The Shapermint Experience
  • What is the Difference between Store Exp and Product Exp?
  • Store Experience
  • Product Experience
  • Store vs. Product Experience
  • The Shapermint Experience Diagram
  • You are the Shapermint Experience
  • 1. Browsing and Purchasing
  • 2. Waiting and Delivery
  • 2. Waiting and Delivery - Sample Catalog
  • Product: Returns and Exchanges
  • Section 6
  • Customer Support Tips & Tricks for a Better Experience
  • 1. Respond as quickly as possible
  • 2. Create an emotional connection
  • 3. First point of contact
  • 4. Follow Up
  • 5. Customer Empathy
  • 6. Choose Your Apologies Carefully
  • 7. Acknowledge the problem
  • 8. Reassure Unhappy Customers
  • Section 7
  • CX End Quote
  • Thank you!
  • Be prepared and get ready to answer the assessment.
  • Assessment: Customer Experience
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: 6 months
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