The purpose of this course:
Given that the people who visit your customers premises are the most influential in shaping the customers preception of your organisation, this course is designed to raise awareness of individual impact.
Using traditional input approaches as well as video clips and activities to bring learning to life, this day is aimed at offsite personnel such as engineers with techical skills who may not have the knowledge or insight needed to handle customers effectively. The day will help those who attend realise the power they have in building customer loyalty and provide them with actions they can take forward that will make a difference to how customers see you. After all your customers remember how your people make them feel!
What is covered:
Reputation and its impact on success
Your organisation’s brand - Your personal brand – people remember how you make them feel
What is good customer service?
Getting the basics right
Setting sustainable standards of external customer service
The Service Chain Concept
Conveying a positive service image
Managing Moments of Truth
Understanding your stakeholders Emotional and Tangible needs
The Four Customer TypesThe Virtuous Circle – Listen / Act / Measure
What gets measured gets managed
Moving from good to great
Four essential customer service behaviours
Relationship Building – for future success
Taking Responsibility – to get things right first time
Managing Expectations – so there are no surprises
Operating Assertively – being able to say no when needed
By the end of the workshop, delegates will be able to:
Appreciate the connection between what they do and their impact on the company. Recognise the steps to take in maximising brand reputation. Appreciate the value of customer service to the business. Demonstrate a greater understanding of different types of customer and make appropriate connections with those customers. Understand and effectively manage moments of truth for their customers. Treat customers with care and consideration at every opportunity.
This course is available as a bespoke delivery, for details call us on 01604 490470 or email firstname.lastname@example.org
9th Jul 2018
Northamptonshire Chamber, Room: Conference Suite
09:30 – 17:00Book Now