Research by a computer company suggested that 68% of the customers who stopped buying from the business did so because of some aspect of the service they received from members of their staff.
For it to be so high it must be more than just poor service from individual members of the team, there must be something wrong with the culture of our business.
Customer service should begin at the top of the hierarchy and cascade down to every element of the organisation. Everyone, from the top down, must believe that they work for the customer.
This workshop will help you identify what you must do to develop and sustain the customer service culture in your business; the standards you must maintain, the barriers you should remove, the training you should undertake and management styles you need to adopt to build your customer’s loyalty and confidence.
By the end of the course delegates will understand:
The importance of the developing a customer service culture
How to manage staff focus on the customer and their needs
The changes you need to make to improve the attitudes and customer focused behaviours
The barriers you need to remove to empower change
The benefits of improving your own customer culture
Why your business needs customer care excellence
Defining good customer service in your culture
What are the barriers to achieving this?
Identifying the attitude, skills and behaviours we require and how we get them
Defining your perception points – when you’re customers judge you most
Understanding how to develop the internal customer approach
The Apostle Model – managing our customer relationships
Take it from the ‘Top’ – leading and empowering a change in the culture
Action Planning to change
The Business Impact
Enhanced personal and team productivity through better working relationships
A greater awareness of your own preferred style of communication.
An ability to recognise different communication styles.
Greater customer satisfaction
Increased team motivation
Your Course Tutor
Jon Williams has been a management trainer for more than fifteen years. Fully qualified through the CIPD, Jon works in both the public and privates sectors delivering a wide variety or management and personal development training.