We use our expertise in human emotions and how they influence behaviour to design customer experience programmes that excite and energise. Backed by the latest research into effortless experience and nudge psychology, we have designed trademark, laughter-filled programmes for clients including Enterprise Car Hire and Money Supermarket.
Our programmes differ from the norm because we focus on interaction as well as process and competency skills. The goal of any customer service provision should be customer satisfaction, which is achieved by providing pleasurable and easy customer experience. Get this right and you build customer loyalty and employee happiness.
Each customer interaction is unique and customers build subjective perceptions of interactions based on a multitude of factors including personality type and personal bias. Consequently, while efficient processes and competency help customer experience, a deeper connection can only be made when customers feel engaged, supported and that they have had fun.To unlock the potential of each interaction, we teach teams to develop skills for positive conversations and improvisation, so they can create a memorable service. Laughology’s fun, guided improvisation encourages individuals to develop multidimensional thinking and conversations and practice dynamic customer interactions. Our refreshingly different approach creates quick-thinking teams who have the skills to respond appropriately to each customer interaction.
Our programmes also include a suite of tangible techniques to help build resilience, problem-solving skills and autonomy such as our trademark FLIP it thinking model, which is a proven tool to allow solution-focused thinking.
Our programmes are flexible and modular. We work with leaders, managers, employees and customers where necessary to build a detailed understanding of your needs and how to achieve them. We can build managerial training modules into programmes to equip managers with key skills to support their teams to deliver an amazing customer expereince.
Our partnership model