Programme 1
Exceptional Customer Relations

This programme will help participants develop a deeper understanding of what it takes to ‘exceed customer expectations’.

It aims to both motivate and enable staff to elevate their own performance and sustain this over time; and enable them to work more effectively as individuals and team members.

The holistic nature of The Customer Factor learning process will enhance not just people’s relationships with their colleagues and customers, but also with their friends and family.

Participants will learn how to:

• Understand themselves and their own attributes better, and use this as a basis for sustaining more effective relationships with colleagues and customers
• Profile different customer types so that in their sales and servicing roles they can relate to people more effectively
• Creatively deliver an exceptional experience - whether selling products or delivering services to your customers
• Manage abusive customers without damaging the company or its brand; and help to turn them into satisfied customers and even advocates.

This is an enlightening and interactive 2-day programme with a 1-2 week break between the days to put the newly acquired learning into into live practice at work.

By incorporating role play and simulating customer situations from within your industry we will show participants how to relate their learning to their own job/work place.

DAY 1

Understanding yourself

Using a questionnaire, allow the participants to understand their own style and some motivation on personal development. If delegates don’t feel confident in their own abilities and style, they will just reflect their own feelings on their customers. This module focuses on the individual, their feelings and development and how they can use the tools provided to enhance their own lives and that of the company or organisation.

Understanding customers

Understanding other styles of communicating and how to interact with the other styles. Exciting role plays and scenario enacting makes this part of the programme fun whilst reflecting issues and typical problems associated with the industry represented.

Tools to enable effectiveness

We start giving participants tools to help them interact with different styles of working and an understanding of how others communicate.

Exceptional Customer Service

This module explores good practice of delivering an exceptional customer service. It’s introduction deals with the importance of customers and through discussion; we explore ways in which they believe, through their own industry, can deliver this exceptional customer service. The session is about changing attitudes and allowing the participants to “own” solutions and ideas to deliver this service that will exceed customer expectations.

DAY 2

Debrief

It is important to get feedback from their interactions being back in the workplace. We look at how to improve this or do it differently. Support and encouragement then takes us into the next module.

Understanding yourself

We look at how an individual can make choices as to how they interpret situations and keep themselves in tact. We look at self image and other tools to help them see situations in perspective.

Understanding customers

In this module we look at our attitude and triggers to help us create more good days. We also look at tools for dealing with difficult customers and building rapport with those we come into contact with.

Tools to enable effectiveness

Here we explore further tools and encouragement in learning from mistakes. We also look at techniques on managing stress in our lives.

Exceptional Customer Service

We reflect on what is working in our customer service and motivation is given to continue the quest for giving exceptional service. We explore a sustainable measure to ensure this ongoing service and a summarized toolkit is given to each delegate for easy reference.

POST-COURSE FOLLOW UP

• On request we can include follow up workshops or feedback forums
• Clients can call or email us to discuss new servicing concerns, share ideas etc
• We’ll also share best practice with you through our regular Customer Factor Briefings.

This programmes is priced on a individual basis; the amount we charge will take into account:

• Your location
• Number of participants
• Degree of tailoring required for your programme content
• Any programme after care services you select.

Please get in touch to find out more.