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Course
Distance
£ 799
+ VAT
Description
-
Type
Course
-
Methodology
Distance Learning
To teach the key customer service skills necessary to retain customers.
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Course programme
The aim
To teach the key customer service skills necessary to retain customers.
About the programme
Good customer service is as good as common courtesy, but that can be hard to find. Nothing illustrates this more effectively than the updated and expanded edition of this popular programme. It continues to instil the message: treat the customer as an individual and you will be rewarded with loyal patronage for years.
A hapless, harried customer is introduced. Here's a customer who has been doing business in the same places for years and yet is treated like a stranger. A customer who is about to be fed up and take his business elsewhere - and share his negative experiences with friends and associates. Because not all customers complain, some simply take their business elsewhere.
Amongst the many things it teaches are that customers can forgive mistakes but not bad attitudes; poorly treated customers spread the word; customers will take their business elsewhere without a second thought; exceeding customer expectations is the key to building customer loyalty and a healthy bottom line.
It's a 10-minute gem that's easily adaptable to current training programmes and an ideal training tool around which an entire training programme can be developed. It has been expanded to include Meeting Opener and Meeting Closer segments.
The key outcomes
-Gives organisations a greater understanding of their customers' needs.
-Improves the skills of anyone dealing with customers
-Helps to retain customers
Programme includes:
DVD with Opener and Closer segments (16 mins)
Leader's Guide
Follow-up Activity Pack
10 Reminder Cards.
Information:
A CRM learning production.
To teach the key customer service skills necessary to retain customers.
About the programme
Good customer service is as good as common courtesy, but that can be hard to find. Nothing illustrates this more effectively than the updated and expanded edition of this popular programme. It continues to instil the message: treat the customer as an individual and you will be rewarded with loyal patronage for years.
A hapless, harried customer is introduced. Here's a customer who has been doing business in the same places for years and yet is treated like a stranger. A customer who is about to be fed up and take his business elsewhere - and share his negative experiences with friends and associates. Because not all customers complain, some simply take their business elsewhere.
Amongst the many things it teaches are that customers can forgive mistakes but not bad attitudes; poorly treated customers spread the word; customers will take their business elsewhere without a second thought; exceeding customer expectations is the key to building customer loyalty and a healthy bottom line.
It's a 10-minute gem that's easily adaptable to current training programmes and an ideal training tool around which an entire training programme can be developed. It has been expanded to include Meeting Opener and Meeting Closer segments.
The key outcomes
-Gives organisations a greater understanding of their customers' needs.
-Improves the skills of anyone dealing with customers
-Helps to retain customers
Programme includes:
DVD with Opener and Closer segments (16 mins)
Leader's Guide
Follow-up Activity Pack
10 Reminder Cards.
Information:
A CRM learning production.
Remember me?
£ 799
+ VAT