Service Excellence is a foundation of all great brands, and companies that practice it enjoy advantages in their market by enhancing their customer engagement, exceeding the service provided by competitors, and relentlessly focusing on WOW moments big and small.
This One-Day Onsite Workshop focuses on creating that internal Culture of Excellence required to consistently deliver great service and memorable Wows to every customer, every time.
PART ONE: Starting the Day: SWOT 2.0
Get caffeinated! The day starts with a highly interactive new take on an old exercise. Forget the B-school SWOT analysis from twenty years ago, our instructors will guide your team through a totally new way of viewing your business, and you'll be amazed at the ideas your team will come up with.
PART TWO: Interactive, Engaging and Thought-Provoking Instructor-Led Workshop with Exercises:
Creating Passionate Advocates dives into how modern consumer preferences and behavior have changed and what that means today for delivering great service, outstanding experiences. and creating passionate brand advocates.
Great companies have an environment that supports exceptional service and world-class experiences, In Great Service / Steps of Service we take a detailed look at what makes these Wow-centric cultures so successful.
Wow! Creating Memorable Moments takes a high-level look at the science behind the Wow moments, based on our firm's pioneering research, and how we can create memorable experiences for our customers and each other.
PART THREE: Putting the Theory into Practice: Building Wow Moments for your Customers!
We end the day as we began, with an immersive group exercise. Here, the entire team is able to immediately put the lessons of the day into practice, as our instructors guide them through creating your own unique and personalized Wow moments.
Every business faces times when errors, mishaps, and unmet expectations occur with customers. These are opportunities to turn a challenge into a brand-defining moment that improves a customer relationship.
In this knowledge transfer session, we share our methodology, highlighting the connection between exceptional service recovery and brand loyalty.
The stakes are higher than ever to architect and implement effective recovery strategies. This high-energy, interactive program will also inspire collaboration across your team and focus on the power of awareness and anticipation to deploy frictionless problem resolution.
This Two-Hour Onsite Workshop is available to clients who have completed Workshop #1. A detailed agenda is available on request.
To learn more about our one-day workshops, please reach out to us. We can accommodate small groups (6-8 attendees) all the way up to large groups (60-70 attendees). We look forward to hearing from you!
A rare opportunity to attend a learning journey of three two-hour sessions, led by the award-winning customer experience expert and futurist, Antonia Hock.
Join us for a series that will revolutionize the way that you deliver service and customer experience in your organization. These universal courses are designed for practitioners at every level, and businesses across all industries.
Organizations of any size will leave with the skills to deliver experiences that will Wow customers, fans, patients, members, and clients - no matter the geography, industry, or focus.
Let us take you through the foundation for creating 5-star service!
During this session we will cover the non-negotiables of premium service, the core principles that every team needs to execute, and the fundamentals of delivering superior service through every customer channel.
This session will include exercises that bring these principles to life and give students the opportunity to practice their new service skills.
Antonia will take our students through the science and art of Wow utilizing real-world examples that will underscore the theory and bring it to life.
We will cover the 11-element model for Wow moments that underpin a Wow-audit and allow each of us to score the “Wow factor” from each moment.
We will also cover the economics of Wow moments - highlighting the ROI and the value of implementing Wow frameworks that deliver customer loyalty, repeat purchasing, and higher revenue per customer.
Every student will leave understanding the fundamentals of what create Wow moments.
We will round out our educational journey by learning how to implement Wow-moments at scale. This course will teach students how to identify Wow moments and then how to execute these moments in daily engagement with customers.
We cover the 10 ways to uncover a Wow moment, and then we step through the execution opportunities. We also define and cover the 4 different types of Wow moments and take students through the execution framework for each type.
Copyright © 2024 Antonia J.A. Hock & Associates - All Rights Reserved
2831 St. Rose Parkway, Suite 200, Henderson, Nevada 89052