- Establish
Who We Are? - What is the company Vision? Where
are we going? What do we want?
- Identify
Who our Customers are - establish and identify who
they are internally and externally.
- Identify
our Customer needs - What experience do we want
our customers to have? What stops them going to
other suppliers? How do we compare to our competitors?
- Understand
and manage customers more effectively - adapting
our style.
- Communicate
with and influence our Customers - questionning
and listening skills
- How
To Handle The Difficult Customer - Leadership For
All - How to turn complaints into opportunities.
- Understand
KPI's and their importance to the business, the
staff and the customer.
Course
Overview
This
course is designed to develop the way delegates
communicate with Customers whether internal or external.
Working as one team and identifying and communicating
more effectively with internal customers by supporting
each other and taking responsibility and initiative
will result in a happier and more efficient workplace,
creating a passion for the business.
Understanding
and identifying the needs of the external customer
and knowing what value we add as individuals and
departments and what impact our internal relationships
have on our customers all help to be seen as 'One'
to the customer offering the customer high class
service and improve the reputation of the company.
The
aim of the course is to ensure that delegates acquire
and develop the necessary skills, knowledge, techniques
and motivations to provide professional, consistent
and great customer service to their customers.
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