2 DaysDuration
Service PersonnelAudience
11Learning outcomes
What participants walk away able to do
Exploring what ‘customer excellence’ really looks like and differentiating your organisation to reflect those values
Understanding your impact on the customer experience – projecting a positive ‘brand’ experience
Establishing rapport using positive tone, words and phrases to create the right impression
Customer-Centric focus – discovering what your customers want and putting their needs first
Full outcome list
- Right first time – attitude, thinking and behavior that ensures the customer feels listened to and valued
- Asking the right cause and effect’ questions and using information productively
- Demonstrating real empathy – resolving your customer’s problems by exploring options and alternatives
- Managing and diffusing complaints, conflict an difficult situations without escalation
- Turning complaints into opportunities – understanding behavioral change and balanced responses
- Identifying the importance of positive relationships and barriers to effective communication, credibility and customer loyalty
- Setting standards and key performance measures; process, proposition, value and relationships.
How it runs
Experiential and practice-led. Participants work on live situations from your business, leave with an action plan, and where agreed we re-assess against a baseline so the change is visible.
