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WORKSHOP
IMPROVING CUSTOMER SERVICES
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Duration - 1 Day
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Course Summary
The customers experience of the
sale is the key when providing any goods or services. A good customer
experience encourages loyalty and further sales. A poor customer experience
leads to complaints, dissatisfaction and a poor reputation resulting in
falling sales. This practical, hands-on, course uses a variety of real
examples to illustrate the good and bad aspects of the customer experience.
All of which show how you can improve customers experience when selling
goods or providing services, from the initial enquiry to the final sale, and
after.
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What you will learn
 | How to empower staff to
provide good service |
| How to provide a good
customer experience |
| How to turn complaints
into good service |
| How to provide loyal
customers with a little extra |
The workshop will introduce highlight and discuss relevant topics, including:
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Introduction
What is the customer experience?
Overview of the sales process
Highlighting customer experiences
Risks from poor customer experience
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Preparing the customer experience
Building a good team
Training and coaching
Empowerment and authorisation
Rewards and incentives
Administration and support
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Understanding the customer
The customer experience is from start to finish, and beyond
Experience is multi sensory and multi media
Managing emotions
Customer experience from a distance
Branding the experience
Reinforcing the experience
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Customer
experience and loyalty
Loyalty as a measure of the experience
Measuring loyalty and experience
Maintain contact, maintain the experience
Customer renewals and referrals
Rewards encourage renewed experiences
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Improving the experience
Improving processes and procedures
Adding new experiences
Personalisation
Partnering for perfection
Exceeding customer expectations
Providing that little bit extra
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Improving a bad experience
Handling concerns and complaints
Taking responsibility and acting on the concern
Providing good, and timely, information
Putting things right
Building trust and loyalty
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Presentation method
The workshop is intended to be provided in a workshop format, maximising the
contributions from participants. The workshop will
include a high level of graphic and animated content. A variety of practical
examples and case studies will also be used, which will be current and relevant
to the workshop and the audience. Where possible, instructors will also provide
additional coaching and mentoring to students.
The participants will also be encouraged to play
an active role in the workshop. Participants will be encouraged to take
part in a variety of exercises, as well as discuss various elements
of the workshop and related issues.
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Other information
Participants will receive a comprehensive set of notes
relating to the workshop, together with any supplementary handouts.
Participants will also receive tip sheets, checklists and other
supporting information, to take away for future reference. All of which
can be utilised immediately after completion of the workshop.
This workshop module can also be tailored to the
requirements of the organisation. It can also be adapted to complement
other staff development, or change management related initiatives.
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Cost - £600 for up to 6 participants
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Related courses
Enhancing Customer Experience
Customer Relationship Management
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Frequently Asked Questions
(FAQ)
regarding the workshops
All staff development workshops are subject to Migrators
Conditions of Service.
To book the workshop, please download and complete a Booking Form.
Return to staff development
Introduction
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