Captivate your Customers (3)
1. Customer Delight
Customer satisfaction is the baseline. In order to grow organically a business needs to excel in delighting its customer, client and/or consumer. During this session you are encouraged to push the customer experience into every nook and cranny of your business. Your customer service rating, is its ability to mitigate any disaster and creates raves in place of rants.
During this session you will:
- Consider Peters, Waterman & Austin’s Excellence Model
- Identify how best to get customer satisfaction feedback
- Apply the French and Raven’s Power Theory (eg video exercise)
- Develop a staff support system for your business
2. Turn Difficult Clients into Advocates
According to Lee Resource International, For every customer complaint, there are 26 other unhappy customers who have remained silent. You know this is true. You also know that an angry customer will moan incessantly to anyone who will listen. Getting feedback is vital, as is being able to resolve customer complaints successfully. Moreover you will better understand your customers needs, solve potential complaint problems and thereby retain more as loyal customers without them ever knowing!
During this session you will:
- Recognise the Keno’s Customer Satisfaction Model
- Explore the 6 reasons your customers don’t complain
- Apply key communication techniques to gather sufficient, relevant information
- Practice assertive verbal techniques to deal with the hard to handle
3. Get your Fans Raving
We all know that customer satisfaction is important, but nowadays it is not nearly enough. Word of mouth marketing has become the be all and end all for promotional success. With easy accessibility of online reviews, we need to create raving fans that can’t stop talking to their friends about the amazing product, customer service and overall experience they have had. Of course they do need to have had that great experience! Anything less leaves your customers with the opportunity to damage your reputation with irreverent rants.
During this session you will:
- Explore Cialdini’s 6 Principles of Influence
- Plan how to create great Case Studies
- Encourage 5 Star Ratings and Online Reviews
- Discuss the principle of online surveys and Net Promotor Scores
“Expert advice from Laura has helped me see things from a different perspective and helped me think out of the box. Moving forward I feel more confident in the decisions I’m making in my business and as a result of Laura’s forward thinking and through her own experiences I feel confident and reassured with the business advice that I received from her” Amanda Burger
- Prices per session start from £500, for a tailored agenda, excludes handouts and workbooks
- Either session can be delivered as a webinar lasting 1 hour, with audience Q&As from £200
- This material can also be delivered as a series of coaching sessions over a period of 5 weeks via a one hour Skype or Google hangout
Still not sure where to start? Try profiling your staff & management with Knock your Socks off Service. It pinpoints developmental areas and helps customer service managers plan for improvement.
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Laura McHarrie @ The Hidden Edge 