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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

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  1. Prices per session start from £500, for a tailored agenda, excludes handouts and workbooks
  2. Either session can be delivered as a webinar lasting 1 hour, with audience Q&As from £200
  3. 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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