“My customer is everyone who isn’t me,” is without doubt the best way to approach everyone you come into contact with, including colleagues, to ensure that you are able to maximise every opportunity for success that comes your way!
68% of customers move-on to find another business partner because of one bad experience, or a less than positive attitude to their needs!
Who should attend
Anyone who interacts with customers either face to face or by telephone, or who manages such a team.
Course content
This enjoyable training day will include; discussion of your real experiences, practical techniques to improve customer service and hands-on role plays to ensure that delegates leave the day with skills they can use immediately.
CUSTOMER SATISFACTION: Learn how to satisfy yourself whilst satisfying customers, so that you feel good about them and they come back for more, time and time again!
CUSTOMER CARE / CUSTOMER SERVICE: What it really means! How to achieve it! Who and what are prospects. What customers will expect from you! Who is ultimately responsible? The importance of internal customers - your colleagues
HOW TO CREATE YOUR OWN INDIVIDUAL CUSTOMER CARE AND CUSTOMER SERVICE CHARTER own it, focus on it, serve up the best even when you just feel at your worst
WELCOME COMPLAINTS AND TURN PROBLEMS INTO OPPORTUNITIES: Learn how to get the best from Angries, Rudes, Awkwards and those who Rabbit on and on and on...
"The presenter was very good! I enjoyed the day, it was all very informative"
V. Horreson., City University
"Role plays were very good and useful. I will come across situations like
it" Varsha P., Hutchings Modi & Company
Build the best attitude! Fully get to grips with understanding the Customer's needs! Communicate with extreme Clarity! Achieve Customer agreement! Always summarise and check for Customer understanding! Go for action/follow-up! Don’t be a stranger, - build-up on-going Satisfaction!
CONVERT ENQUIRIES INTO BUSINESS
OPTIMISE YOUR TELEPHONE TECHNIQUES
STEER CLEAR OF BURNOUT and STRESS
Course content:
CPD: 6 Hours
FEE: £250 plus VAT or 4 'Block
Booking Places' (from £200 plus VAT)
To book on this course please complete the form below, and an invoice will be sent to you for payment.
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Terms: A full refund (less 20% administration charge) will be made for cancellations received in writing or by email not less than 15 days prior to the course. Cancellations after this time are charged at the full fee.
