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