Customer Experience

As face-to-face customer contact is more memorable than a telephone call, it is vital that those in direct customer-facing positions are suitably equipped to offer a seamless, quality service experience. They must also understand that the company's image, reputation and, ultimately, success lies in their hands.

This programme will enable your team members to value their role as 'company ambassadors' and provides an understanding of the tools and techniques required to be customer-sensitive employees.

All those in customer-facing roles who seek improvements in customer satisfaction.

Your team members:

Understand the key factors for customer satisfaction and the implications for them as service providers

Recognise the challenges posed by customer management and the skills and knowledge required to overcome them

Learn how to ensure clear communication and understanding by the positive application of verbal and non-verbal behaviours

• To demonstrate that how you behave affects the way in which others behave towards you
  
• To illustrate the positive effect you can have on customer perceptions
  
• To enable you to develop a better understanding of what your customers need from you, and how to meet those requirements
  
• To show you how to maximise business opportunities

• Your role in the company
• The effect you have on the company's image
• Positive first impressions
• Definition and importance of customer care
• Providing a quality service
  
• The elements of two-way communication
  
• Differences between face-to-face and telephone communication
  
• Verbal and non-verbal behaviours
  
• Identifying customer needs and how they can lead to further business
  
• Managing customer relationships
  
• Basic assertiveness
  
• Turning complaints into opportunities

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