This one-day instructor-led course encourages you to critically examine your business in order to ensure its service culture and actions are truly customer centric because customers are the key focus of any business. You will learn a range of tools and techniques to improve the first impressions as well as the lasting impressions you give to your customers, thus encouraging repeat business and referrals.
Upon course completion, participants will be able to:
• Take a customer centric view of your business
• Describe the impact of poor customer experiences
• Evaluate the experiences that your customers currently receive
• Describe the relationship between customer expectation and your business
• Identify all the channels by which your customers experience your business
• Improve the first impressions you give your customers
• Improve the lasting impressions you give your customers
• Deal effectively with difficult customers
• Prepare an action plan for your future development
Experience not service
• What is a great customer experience?
• Why experience not service?
• Types of customer experiences
• How a customer experiences a business
Diagnostic clinic
• Impact of poor/great customer experiences
Customer expectations
• Expectations and your type of business
• Publicity and marketing and expectations
Creating terrific first impressions
• Phone impressions
• Face to face impressions
• Web impressions
• Written impressions
Cementing great lasting impressions
• Consistency and quality
• Exceeding expectations
Difficult customers
• Tools for dealing with conflict
• Turn complaint into compliment
Planning into Action
• Putting planning into action
