Course description
Through the Customers' Eyes
Only when we really understand our customers' experiences of our business can we make real improvements to our business practice. This course develops techniques to help identify our customers' expectations and how we can meet and exceed them in both the sales and after sales roles.
This Through the Customers' Eyes course is available throughout the UK.
CPD Value 5.5 Hours
Outcome / Qualification etc.
- Understand the value of brands
- The importance of customer care in retaining business
- An understanding of how their business compares to the competition
- A plan to ensure they meet and exceed customer expectations
Training Course Content
- 09:30 - 10:00 Coffee & Course Objectives
- 10:00 - 10:30 The Good, The Bad & The Ugly (Working from their pre-course assignments Participants compare their own good, bad and ugly experiences of customer care when they were the customer.)
- 10:30 - 11:00 The Hole in the Bucket Syndrome
- 11:00 - 11:15 The Value of Brands (What makes a good brand. A look at the strength of Company's Brand and what it stands for.)
- 11:15 - 12:00 Competitive Knowledge - Presentations (Working coffee break - Each group will be assigned two competitive brands and will be given press releases and advertisements. Based on these and any mystery shop experience gained from their pre-course assignments, they will analyse the brands from a customer's point of view and present back to the group.)
- 12:00 - 13:00 Customer Expectations (Telephone & Face to Face)
- 13:00 - 14:00 Lunch Break.
- 14:00 - 14:30 Verbal Communication (Here Participants will look at the importance of first impressions i.e. when answering the phone and also the limitations of verbal communication through a fun exercise)
- 14:30 - 15:00 Participants to be Mystery Shoppers (Participants working in small groups will be assigned tasks to make phone enquiries to different sectors and report their findings back to the group)
- 15:00 - 15:15 Participants to Critique Taped Calls
- 15:30 - 16:30 Visual Communication (This final session gets Participants to look at the importance of visual communication and again specifically from the customer's point of view. How well signposted is their dealer, how good is the display etc.)
- 16:30 - 16:45 Summary & Action Plans Agreed
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Expenses
Fee includes all course materials, Participant packs, certification and lunch
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PTP: Practical Training for Professionals - leading provider of sales and management training in the UK
PTP - Practical Training for Professionals, have been delivering practical, hands-on training courses to professionals in the UK since 1991. PTP provide training course in several formats: in-house training, on a 1-2-1 basis or as public courses in more venues...