Customer Excellence
Overview
The one-day Customer Excellence training course has been designed to enhance your organisation’s customer service offering.
The course focuses on tangible actions that participants can take back to the workplace and implement quickly and easily.
What you will learn
- Improve customer retention.
- Protect and enhance the organisation’s reputation.
- Ensure customers leave feeling appreciated and understood.
- Ensure your staff find customer interaction more rewarding and pleasant.
- Create positive word of mouth.
Details
| Course: | Customer Excellence |
|---|---|
| Course Duration: | One Day |
| Location: | Onsite at client location |
| Class Size: | 8-20 |
Creating Unforgettable Experiences
Positive customer relationships are crucial to survival in today’s competitive marketplace. In fact, the quality of your customer care can sometimes be the only difference between you and your competitors.
Customer care is not just about dealing with upset customers. It’s about creating a positive experience whenever dealing with them. But with customers now less tolerant and more demanding, it’s a huge challenge for us to meet these demands.
Topics Covered
Importance of Customer Care
Examining why customer care is important for businesses and the effects of poor customer care.
What’s in it for me?
Here we look at why customer care should be important for the individual and what poor customer care makes them feel like.
Customer Perception
How do customers perceive the ‘brand’ of the business?
Your Customer Brand
Exploring the participants own ‘customer brand’ and the fact that ‘people buy people’. How they are currently perceived by customers and what they can do to change this.
Transactional Vs Relational
What type of service a customer expects from us and how to change from transactional to relational service.
Little things – big difference
Helping participants to realise that the smallest thing can affect a customer’s experience. Identifying what ‘little things’ irritate them as customers and changing these behaviours.
Spotting the GAPs
What participants can do to improve their current levels of service and how to keep this consistent.
Mind Mapping
Consolidating learning through mind mapping.
Developing Customer Values
What are the values participants should live by in the customer environment? Participants identify their own values and commit to them.
What’s in it for me now?
A review of the earlier session with a positive slant. Ending the session on a high.
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