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WORKSHOP
ENHANCING CUSTOMER EXPERIENCES
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Duration - 1 Day
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Course Summary
Customers are the heart of any
business. It is essential that the right types of customers are attracted to
buy. Once a customer has bought, it is necessary to provide the right levels
of service, from the people as well as processes, in order to retain their
loyalty, and to ensure they buy more or other products. This course provides
an outline of the essential elements necessary improve the levels of service
provided and to gain and retain customers.
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What you will learn
 | How to establish good
relationships between customers and staff |
| How to retain the loyalty
of existing customers |
| How to make partnering
relationships with customers |
| How to ensure customer
relationships are an integrated part of your operations |
| How to improve decaying
relationships |
The workshop will introduce highlight and discuss relevant topics, including:
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Introduction
What is customer service ?
Customer service as part of the sales process
Customer service in the supply chain
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Handling customer data
Collecting and maintaining data
Customer data security
Data protection
Using customer data effectively
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Handling customers
Providing good customer service
Advising and supporting customers
Assisting the purchase
Handling awkward customers
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Retaining existing customers
Providing niche services
Offers, discounts and loyalty incentives
Providing added value
Extending services
Market testing and trials
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Customer service in operations
Managing the flow of customers data
Handling initial enquiries and sales
Customisation and personalisation
Improving the supply chain
Handling outsourced elements
Ensuring good delivery
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Automating customer service
Automating for improved sales
Improving customer operations
Automating with computers and the internet
Using automation to retain customers
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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
Improving Customer Service
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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