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Module 3 Visitors’ Needs, Expectations, and Overall Experience
Module 3 Visitors’ Needs, Expectations, and Overall Experience
Module 1 The Essence of Customer-Centric Excellence
Module 1 The Essence of Customer-Centric Excellence
The Impact of Exceptional Service
The Impact of Exceptional Service
The Essence of Customer-Centric Excellence
The Essence of Customer-Centric Excellence
Part 1 - Understanding visitor needs, expectations, and experience
Part 1 - Understanding visitor needs, expectations, and experience
Understanding customer needs, expectations, and experience.
Understanding customer needs, expectations, and experience.
Customer Needs
Customer Needs
Customer Expectation
Customer Expectation
Customer Experience:
Customer Experience:
The Pivotal Role of Customer Service
The Pivotal Role of Customer Service
Part 2 - Responding to needs and meeting expectations – A practical example
Part 2 - Responding to needs and meeting expectations – A practical example
Responding to Needs and Meeting Expectations
Responding to Needs and Meeting Expectations
Education
Education
Entertainment
Entertainment
Comfort
Comfort
Safety
Safety
Feedback Loop
Feedback Loop
Meeting Needs and Exceeding Expectations
Meeting Needs and Exceeding Expectations
Part 3 - The role of personalized service in creating memorable encounters
Part 3 - The role of personalized service in creating memorable encounters
The role of personalized service in creating memorable encounters
The role of personalized service in creating memorable encounters
The role of personalized service in creating memorable encounters
The role of personalized service in creating memorable encounters
Personalized Service
Personalized Service
Exit slide
Exit slide
Module 3 - Principles of Customer-Centricity in Service
Module 3 - Principles of Customer-Centricity in Service
Module 3 - Principles of Customer-Centricity in Service
Module 3 - Principles of Customer-Centricity in Service
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