Through the Customers' Eyes
Short course
In Nottingham, Birmingham, Bristol and 4 other venues
Description
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Type
Short course
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Level
Intermediate
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Location
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Duration
Flexible
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Start date
March
other dates
Only when we really understand our customers' experiences of our business can we make real improvements to our business practice. This course develops techniques to help identify our customers' expectations and how we can meet and exceed them in both the sales and after sales roles.
Facilities
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Start date
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About this course
Understand the value of brands
The importance of customer care in retaining business
An understanding of how their business compares to the competition
A plan to ensure they meet and exceed customer expectations
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 15 years
Subjects
- Customer Service Skills
- Customer Care
- Customer Service
- Sales
- Communication Training
- Sales Training
- Customer relationship
- Experiences
- Assignments
- Good
Course programme
09:30 - 10:00 Coffee & Course Objectives
10:00 - 10:30 The Good, The Bad & The Ugly (Working from their pre-course assignments delegates compare their own good, bad and ugly experiences of customer care when they were the customer.)
10:30 - 11:00 The Hole in the Bucket Syndrome
11:00 - 11:15 The Value of Brands (What makes a good brand. A look at the strength of Company's Brand and what it stands for.)
11:15 - 12:00 Competitive Knowledge - Presentations (Working coffee break - Each group will be assigned two competitive brands and will be given press releases and advertisements. Based on these and any mystery shop experience gained from their pre-course assignments, they will analyse the brands from a customer's point of view and present back to the group.)
12:00 - 13:00 Customer Expectations (Telephone & Face to Face)
13:00 - 14:00 Lunch Break.
14:00 - 14:30 Verbal Communication (Here delegates will look at the importance of first impressions i.e. when answering the phone and also the limitations of verbal communication through a fun exercise)
14:30 - 15:00 Delegates to be Mystery Shoppers (Delegates working in small groups will be assigned tasks to make phone enquiries to different sectors and report their findings back to the group)
15:00 - 15:15 Delegates to Critique Taped Calls
15:30 - 16:30 Visual Communication (This final session gets delegates to look at the importance of visual communication and again specifically from the customer's point of view. How well signposted is their dealer, how good is the display etc.)
16:30 - 16:45 Summary & Action Plans Agreed
Through the Customers' Eyes