Training Course

Course overview  
The course is designed to provide delegates with a view from the perspective of the customer.  Various ways of improving levels of customer service are examined, and delegates are provided with an opportunity to express views as to how both they and the company they work for can improve.  

Who would benefit?  
Any member of the team who has regular direct contact with customers.  This includes Branch Management, Counter Sales, Internal Sales, Yard Operatives and Drivers.  Course content will be tailored to suit the target audience.   Objectives   To equip delegates with the skills to engage pro-actively with customers  

Workshop Agenda  

1. The importance of customer service – a look at some hard-hitting facts.
2. Customer power: The value of a customer for life, and how the demographic is changing.
3. What is customer-centricity, and how good are we at it?
4. What do customers want from their merchant of choice – a look at a Cranfield University study into the critical success factors for merchants.
5. Customer segmentation - do they all value the same thing?
6. How do things go wrong – what are the root causes of poor customer service, and why do customers stop using you?
7. How can we put things right?
8. Difficult customer types
9. How can we better engage with our customers and avoid “stranger danger”?
10. Building rapport and driving customer loyalty
11. Seeing what the customer sees - a look at some mystery shopping videos.
12. Unique selling points
13. Customer relationship management

 

The style of the workshop  
It is highly participative with opportunities for all attendees to practice new techniques and identify their strengths and development needs as a communicator.