Delighted Customers, Raving Fans (2)
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.
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
- Develop a staff support system
2. Handling customers in the workplace
During this session you will:
- Recognise customer motivation with empathy or sympathy
- Share active listening examples
- Apply key questioning techniques to gather sufficient, relevant information
- Practice assertive verbal techniques
- 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
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