This workshop is designed to examine how we care for our customers. We do this
by identifying many aspects of a lot of customers and using data from those
attending our workshops.
We also look at types of customers, how they usually behave, and how we can
negatively impact them through careless interactions, or, positively through
careful communication, consideration, and using "ACE"—Approach with Care and
Empathy.
We aim to see people leave our workshop with far better insights into
customer-facing best practices and ideas to improve their training for
customer-facing employees.
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LENGTH
For more information about duration, please contact the Institute.
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COURSE DELIVERY
Self-Paced Online, In Company
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SUITABILITY - WHO SHOULD ATTEND?
WHO SHOULD ATTEND AND WHY?
Who? - Anyone involved in a customer-facing role or training their
customer-facing staff.
Why? - The ultimate goal in customer-facing skills is to win lifelong customers
by continuously managing customer relationships, to gain those lifelong
customers.
Any business that can see a consistent issue with retaining customers is in for
a tough time. But we ask you to go a step further by not just keeping customers
happy but attracting new customers and focussing on retaining our high-impact
customers.
Our thinking extends to 'Occupying our customer's consciousness.' A persistent
fishing expedition to continually engage our customers, even when it is not to
buy something. This engagement gives us an almost permanent inroad to their
internal marketing, follow-on sales, recommendations, and loyalty.
TRAINING COURSE CONTENT
* Define a customer and what we are to them.
* Share specific experiences you or someone you know may have had, good and
bad.
* Share some good and bad ways you and others have dealt with customers.
* Discuss our Ten Types of Customers and ask you to decide which you get more
than others.
* Break into groups to analyse our data and ask you to discuss it.
* Discuss our Customer-facing model and why lifelong relationships are critical
to managing customers.
* Look at our thoughts on managing our top ten customer types.
* Through small group discussions, create a top 5 action list to take away and
review in 3 months.
COURSE DELIVERY DETAILS
When you consider the content we deliver, we are sure you will understand why we
always prefer to deliver our workshops, courses and programmes face-to-face.
Face-to-face workshops and courses can be held at a location of your choice or,
if you wish, a central UK location, at the Macdonald Burlington Hotel in
Birmingham, located directly across from the Birmingham New Street train
station.
We can deliver our workshops, courses and programmes online, although this will
mean splitting elements into manageable learning events to suit the online
environment.