Implementing Exquisite Customer Care
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Internationally acclaimed Julian Reiman presents
Implementing Exquisite Customer Care
Course duration – 1 day
“If you don’t look after your customers, somebody else will.”
Business scenario
Repeat business and customer loyalty are invaluable within most organisations. In the UK an astonishing 70% of customers feel let down by their service providers. The challenge to provide customer satisfaction never ends. Staff and their managers have to take responsibility for building lasting customer relationships. Whether we work in profit or non-profit making organisations, how we treat our customers will often determine our success.
Who will benefit?
Senior Managers looking to implement Exquisite Customer Care within their organisation.
Course objectives
By the end of the course you will be able to begin implementing exquisite customer care in your organisation by understanding and being able to:
- Identify what a customer values most and assess the extent to which current experiences meet expectations
- Define, communicate and reinforce the critical service standards that matter most to customers
- Create unique and memorable customer focused experiences through the customer journey
- Increase number of revenue opportunities
- Build customer loyalty by creating ‘signature service’
- Coach employees to provide consistently positive service, in both routine and service recovery situations
- Empower employees to own service issues and use their judgment in solving customers’ problems
- Create workplace environments that encourage commitment to service excellence
Course content
- What & Who is a customer
- Identifying Customer Expectations and look at Best Practice
- Setting and Communicating Customer-Focused Service Standards
- Coaching People to Deliver Exceptional Service
- Building Employee Commitment to Service Excellence
- Implement Great Customer Care
