We’ve all heard of paranoia; the whispering behind your back. But what about the opposite – pronoia – when people are saying wonderful things about you behind your back?
Customer pronoia is a magical thing. Raving fans are the key to organisational growth.
The starting point is to create staff with the WOW factor. This session provides the ‘how?’
How it is
Customers have always talked. Nowadays that chatter has shifted on-line with Twitter, Trip Advisor and Facebook turning everyone into a critic. The customer service ante has been well and truly upped!
Exceeding customer expectations ONCE is easy. But having raised the bar, exceeding them again and again becomes more challenging. This requires staff to have an inner desire to go the extra mile. ‘World Class’ is not something you can command. It’s about hearts and minds – creating a culture where pronoia is the absolute aim.
This workshop is flexible enough to be designed around organisational needs. It includes elements of positive psychology, high performance teams, emotional intelligence and customer service as appropriate.
The aim is to generate customer loyalty and a ‘customer fan base’ who will brag about how good you are.
Begin to understand what customers want and how perceptions drive expectations
Start exploring ways of delivering brilliant customer service that work for you, are FUN and keep your customers coming back for more
Know how to get stellar results from customer, team and personal relationships by being proactive and pragmatic
Reduce complaints and create a massive rise in emails of gratitude and 5-star positive postings in social media