Customer Facing Skills

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.

• 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.

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.