With businesses facing increasing competitive pressures, more discerning customers and reduced profits, the quality of your customer care could mean the difference between survival or annihilation. Creating a great customer experience at every touch point of the business is becoming the key differentiator for any company, and in many cases, a brand value. The power of creating those rewarding relationships that make your customers buy and stay with your business rests firmly in the hands of your employees. From the moment they lift up the phone, answer an email or meet your customer, your staff have the power to make or break your business; they can be your biggest asset, or your greatest liability.
The strategic objective of this programme is ultimately, to transform the culture and values of any organisation from an operations-driven to customer-centric, marketing and sales-driven business.
The programme will:
This highly interactive and practical programme, which is divided into two modules, will show you how to:
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This module begins with exploring the attitudes, beliefs and behaviours of frontline staff; we help them to see that they represent the brand promise of your organisation; for the customer, frontline staff are the organisation. This insight gives staff a fresh sense of pride and satisfaction in their jobs. Only when the right attitudes and beliefs are in place, can we build knowledge and skills on solid foundations.
We examine the expectations that customers have of service providers and equip delegates with the skills and confidence to meet and exceed customer needs and solve problems with problems
The module uses an engaging mixture of delivery style including short lectures, discussions, case studies, exercises and facilitated sessions, designed to provide practical applications in the workplace.
A recent survey showed that when it came to interacting with contact centres, 78% of people still described their experiences somewhere between unsatisfactory and diabolical. When a customer continuously experiences bad service from an organisation, sooner or later they leave and go to a competitor.
Customers often have heightened and unreasonable expectations of service. Both customers and service providers are experiencing higher levels of pressure from work and life in general so we have a potentially explosive mixture. This Module helps staff to manage difficult situations or customers with confidence.
Difficult situations are unavoidable, but each one presents an opportunity for the customer service representative to turn the situation round into a positive outcome for both parties. Delegates will recognise the benefits of transforming such situations and become aware of their own responses and their impact.
This Module is highly interactive and will include case studies, role-plays, exercises and utilises delegates own experiences to enable them to create an enviable customer service climate and foster customer loyalty.
Learning through action - every program we deliver is highly practical and addresses real live issues. We use simulations, exercises and case studies and all our methods are based on the latest neuroscience and positive psychology research findings. Everything we deliver and challenge our participants to think about leads back to one simple question “what am I going to do differently back at work and how?”.