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Creating Memorable Customer Experiences using Humor

humorWorkshop Description: Beyond providing excellent customer service and beyond a polite hello, a sweet smile and a sincere “Have a nice day”, how else can we delight our customers further?

In today’s competitive world where everyone can provide great customer service, how can we differentiate ourselves from the rest? In the world of choices, how can we ensure that customers choose us, over the competition?

The answer lies in our ability to create MEMORABLE EXPERIENCES.

Humour! Humour creates memorable experiences which not only delight customers, but also leave them wanting to return for more. Using humour at the right time can create loyal and life-long customer relationship.Intended Audience: Every managers and staffs who need to interact with customers

Pre-requisites: None

Workshop Objectives:

At the end of the workshop, participants will be able to:

  • Learn the basic and advanced information on how to use humour to interact with customers.
  • Listen with their hearts what the customer is really feeling, notice their emotions and use humour to win them over.
  • Know the different types of humour available
  • Notice the humour around them and pertaining to their companies, their customers and their industries.
  • Know how to use humour, when to use humour and to whom they can use humour
  • Know how to script their own humour lines base on their daily customers’ interactions and scenarios


Workshop Outline:

  • Introduction to using humour
  • Customer Service Interactions: Verbal and non-verbal interactions
  • Humorous Interactions
  • Humour! The key to success
  • How to use, when to use and who to use humour on
  • How to create humour?
  • Humor scripting
  • How to deliver humour?
  • Case Studies
    • Airline Industry
    • Call Center Industry
  • Practice, practice, practice

Workshop Methodology
This fun-filled and dynamic workshop will be conducted with a good blend of instruction and discussions. Several case studies and real life examples will be discussed.

Workshop Duration: 2 Days