When organisations mess up, there is no place to hide. Customer complaints can go viral and affect turnover catastrophically. In the age of social media bad customer service can make or break an organisation. People are no longer content to settle for a poor customer experience and have a choice of platforms from which to vent their spleens. Consequently, developing good customer experiences has never been more important.Whether you are a bank, a restaurant chain, a retailer or a call centre, you need to connect with your customers and make sure they are on your side because one bad Amazon review or one-star TripAdvisor rating can ruin years of good practice. However, a great customer experience is not just about dealing with complaints. Organisations which excel at service through making the experience feel easy, fun and effortless build loyalty and customer engagement. Creating a positive, memorable customer experience through conversations as well as technology ensures return business and user satisfaction. It builds a relationship of trust and emotional connections between you and your customers. It also makes work life happier and healthier for your employees.
Built on a solid theoretical basis, Laughology’s work with our customer service team was creative, successful, useful and huge fun. The style is warm, funny and highly engaging – Laughology really practices what it teaches.