Build a customer-focused culture, enhance experience, and align teams around service excellence
This sales and customer service training is designed to help your team understand customer expectations in order to respond effectively. To do this successfully, you will see what it means to be "customer oriented" and also the importance of the team's know-how and interpersonal skills in closing and retaining customers.
Is it for you ?
Managers.
Prerequisites
None.
Training content
1 What does quality customer service mean?
- What's ""customer orientation"" really about?
- What if you were the customer?
- What is quality customer service?
2 What do our customers really expect?
- How can we gain deeper customer insights?
- What is the omni-channel customer?
3 How can we match service to customer expectations?
- How can you meet customers' expectations?
- And what about YOUR procedures?
- What amazes customers?
4 How do I motivate and empower my team for more customer focus?
- What is the right management approach?
- Can you encourage leadership?
- What's the best way to coach?
5 How can we deal with dissatisfied customers?
- How can you manage customer dissatisfaction?
- What does it mean to really, truly listen?
- What best practices would work for YOU?
6 Further learning
- Treating your staff like your customers
- Improving your staff's skills through mentoring
- Connection is the key to customer loyalty
- Create customer service Magic Moments
- Play to your team’s strengths
- Know the value of your customers
- Understanding your digital customers
- Structuring your omni-channel system
- Optimizing the customer journey
- Selling solutions, not products
See more
📌 Practical information
100% online training. Accessible anytime from anywhere for one year. If you have any questions about registration, the language of instruction, or the cancellation terms, please consult our FAQ
Trainers
Upcoming information