Contact Transformation™

Course title

Contact Transformation™

Overview

A unique programme based on the Contact Transformation™ model - stimulating radical improvements in customer handling and customer experience.

Objectives

Recognise relevant situational factors and categorise each customer contact

Apply the four ‘Core Behaviours’ during every customer contact

Select and use appropriate ‘Energising Behaviours’ during every customer contact

Balance ‘Customer Oriented’ and ‘Solution Oriented’ behaviours

Respond appropriately to every customer

Deal more effectively with angry and emotional customers

Deliver higher levels of service and an exceptional customer experience

Content

Defining ‘Exceptional Customer Experience’

Customer behaviour and contact situation

The Contact Transformation™ model

Emotional Impact (EI)

Real Impact (RI)

The four Contact Segments (S1–S4)

Agent attitude and behaviour

The four Core Behaviours (C1–C4)

Commitment, courtesy, clarity, compliance

The eight Energising Behaviours

Customer oriented behaviours (E1–E4)

Engaging, empathising, expressing, explaining

Solution oriented behaviours (E5–E8)

Exploring, expediting, escalating, educating

Putting it together:
The four Contact Profiles (P1–P4)

Achieving ‘Exceptional Customer Experience’

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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