At the heart of customer experience is emotion. Research shows that positive emotional memories bind customers closer to an organisation while negative ones drive them away. This bank of goodwill is the foundation of the whole business case for CX – that customers are worth more over a longer period.

As a major touchpoint, contact centres play a vital role in this. Yet customer service interactions, by their very nature, are weighted towards negative emotions. As a result, we value advisors with strong empathetic skills.

However, given the importance of landing positive emotional outcomes consistently to increase loyalty, a more widespread and leadership driven approach is now required.

This one day masterclass run by Martin Hill-Wilson provides the planning framework, background research and opportunity to start developing your own plan of action.

During this masterclass we will share:

  • Why Customer Emotion Management Matters
  • How It Works
  • The ROI
  • The Psychology behind it
  • The End to End Process
  • Voice versus Text based Emotion Management
  • New Skills For Advisors and Team Leaders
  • Aligning The Contact Centre With Emotion Management Best Practices

Where and when?

Date: Mon 28 Oct 2019

Time: 9:00 am - 5:00 pm

Location: London

Who is it for?

How much is it?

This one day masterclass is £395 for members and £495 for non-members. Discounts available for multiple bookings, please enquire.

Reserve your place


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