Nunwood six customer experience pillars
KPMG Nunwood are consultants specialising in customer experience management and feedback technology. Their eight years of research shows that every outstanding customer relationship has a universal set of qualities, and organisations that understand and deliver against The Six Pillars have proven to deliver enhanced outcomes, grow more quickly and deliver greater shareholder value. Our topics focus on applying their best practice in a safe environment.
9 available topics:
| Empathy - the call centre scenario |
| Personalisation - the face to face scenario |
| Integrity - the call centre scenario |
| Expectations - the phone call scenario |
| Resolution - the face to face scenario |
| Time and Effort - the call centre scenario |
| Empathy advanced - the face to face scenario |
| Integrity advanced - the face to face scenario |
| Resolution advanced - the face to face scenario |
Nunwood six customer experience pillars
Empathy - the call centre scenario
-
8 mins
-
Online tutorial
This Empathy topic is focused on achieving an understanding of the customer’s circumstances to drive deep rapport.
Nunwood six customer experience pillars
Personalisation - the face to face scenario
-
8 mins
-
Online tutorial
This Personalisation topic is focused on using individualised attention to drive an emotional connection.
Nunwood six customer experience pillars
Integrity - the call centre scenario
-
8 mins
-
Online tutorial
This Integrity topic is focused on being trustworthy and engendering trust .
Nunwood six customer experience pillars
Expectations - the phone call scenario
-
8 mins
-
Online tutorial
The Expectations topic is focused on managing, meeting and exceeding customer expectations
Nunwood six customer experience pillars
Resolution - the face to face scenario
-
8 mins
-
Online tutorial
The resolution topic is focused on turning a poor experience into a great one.
Nunwood six customer experience pillars
Time and Effort - the call centre scenario
-
8 mins
-
Online tutorial
The Time and Effort topic is focused on minimising customer effort and creating frictionless processes
Nunwood six customer experience pillars
Empathy advanced - the face to face scenario
-
8 mins
-
Online tutorial
This Empathy topic builds on the previous topic and challenges learners to consider how to read a customer's body language while faced with a challenging situation.
Nunwood six customer experience pillars
Integrity advanced - the face to face scenario
-
8 mins
-
Online tutorial
This Integrity topic builds on the previous topic and challenges learners to consider how to read a customer's body language while faced with a challenging situation.
Nunwood six customer experience pillars
Resolution advanced - the face to face scenario
-
8 mins
-
Online tutorial
This Resolution topic builds on the previous topic and challenges learners to consider how to read a customer's body language while faced with a challenging situation.
