PROGRAMME OVERVIEW
Your IP can grow your leads, sales and service, but it’s your service that turns clients into customers and creates loyalty! Customer satisfaction is worthless…customer loyalty is priceless! Understand the commercial value of customer service and why it’s not just the first impressions that count!
With a greater understanding of the key ingredients needed to achieve and sustain excellent customer service, this workshop will help those businesses operating within the service sector to implement strategies to increase customer loyalty, helping you to make the difference that makes all the difference!
This 1-day workshop is available for in-house delivery and can be tailored for organisations, teams or individuals who have responsibility for designing, maintaining or delivering service excellence.
This 1-day workshop will enable you to:
- Recognise the commercial value of caring about customers
- Understand the key elements of outstanding customer service
- Identify the main reasons why customers choose not to return
- Define your core offering to identify opportunities to exceed expectations
- Gain insight into how to achieve service excellence
- Review best practice to learn how you might raise your game in recognising and celebrating outstanding individual and team performances
- Apply techniques to build rapport and develop stronger relationships with your customers
- Appreciate the value of customer loyalty
WHAT YOU’LL TAKE HOME
Enhanced Customer Focus: You will develop a deeper understanding of the importance of customer-centricity and learn techniques to anticipate and exceed customer expectations.
Organisational Alignment: You will understand the role of service excellence in achieving organisational goals and be equipped to align individual efforts with organisational objectives.
Service Recovery Techniques: You will gain knowledge on how to recover from service failures gracefully, restoring customer trust and loyalty.
Continuous Improvement Mindset: You will develop a mindset of continuous improvement, understanding the importance of feedback and implementing strategies for ongoing service enhancement.
Building Customer Relationships: You will understand the significance of building long-term customer relationships and learn techniques for cultivating customer loyalty and advocacy.
WHO SHOULD ATTEND
Customer Service Representatives: Frontline staff who directly interact with customers on a daily basis will benefit from refining their customer service skills, learning best practices, and gaining strategies for handling a variety of customer scenarios effectively.
Managers and Supervisors: Managers and supervisors play a crucial role in coaching, guiding, and empowering their teams to deliver excellent customer service. Attending this workshop can help them to develop leadership skills and strategies for fostering a customer-centric culture within their teams.
Product and Service Developers: Individuals involved in product or service development will gain valuable insights into customer needs, preferences, and pain points. Understanding customer perspectives can inform product/service enhancements and innovations.
Executives and Business Leaders: Senior executives and business leaders will benefit from gaining a holistic understanding of the importance of customer service excellence in driving organisational success. Their support and commitment to customer-centric initiatives are instrumental in fostering a culture of service excellence.
Cross-Functional Teams: Bringing together representatives from different departments or functional areas can facilitate collaboration and alignment towards common customer service goals. Cross-functional teams can learn from each other’s perspectives and work together to enhance the overall customer experience.
This programme is available with a UK University Certificate of Endorsement in recognition of its high-quality sector leading provision. This programme is also available with CPD Certification. If you would like to receive certification, please make the request at the point of enquiry.
WHY CHOOSE L7 EXECUTIVE COACHING FOR YOUR EDUCATION AND TRAINING?
At L7 Executive Coaching, I independently offer education and training, and also partner with organisations, academics, and leading practitioners I’ve had the privilege of working with over my many years in international business and education. With this extensive network and firsthand experience, I’m able to provide an exceptional choice for those seeking high quality educational solutions.
My track record speaks for itself. From working in, and collaborating closely with both UK and international universities and corporations, I’ve designed and executed a diverse range of programmes tailored to meet the unique needs of my clients. From comprehensive international degree programmes that foster global perspectives to delivering the most current executive education and training initiatives, I have designed, delivered and created impact across every step of the process.
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