Customer Facing Skills

Our Customer Facing Skills workshop examines what you would want as a customer in your industry. It explores the wants and wishes and why they do not always happen. We look at the life cycle of a Customer Support Representative (CSR) or whatever term you use and see what you have or don’t yet have. 

Our Workshop Description

This workshop is designed to look at the whole question of how we look after our customers. We do this by identifying many aspects of customers and gaining a lot of that data from those attending our workshops.  

We also look at types of customers, how they usually behave, and how we can impact them through careless interactions. 

We aim to see people leave with far better insights into customer-facing best practices and ideas to improve their training for customer-facing employees. 

“Some” of our Typical Content

(All our workshops can be adapted to meet your organisational requirements)

  • Define a customer and what we are to them.
  • Share specific experiences you or someone you know may have had, good and bad.
  • Share some good and bad ways you and others have dealt with customers.
  • Discuss our Ten Types of Customers and ask you to decide which you get more than others.
  • Break into groups to analyse our data and ask you to discuss it.
  • Discuss our Customer Facing Model and why lifelong relationships are critical to managing customers. 
  • Look at our thoughts on managing our top ten customer types.
  • Through small group discussions, create a top 5 action list to take away and review in 3 months. 

Who Should Attend and Why?

Who? - Anyone involved in a customer-facing role or training their customer-facing staff.    

Why? - The ultimate goal in customer-facing skills is to win lifelong customers by continuously managing customer relationships, to gain those lifelong customers. 

Any business that can see a consistent issue with retaining customers is in for a tough time. But we ask you to go a step further by not just keeping customers happy but attracting new customers and focussing on retaining our high-impact customers. 

Our thinking extends to “Occupying our customer's consciousness.” A persistent fishing expedition to continually engage our customers, even when it is not to buy something. This engagement gives us an almost permanent inroad to their internal marketing, follow-on sales, recommendations, and loyalty.   

Our Delivery Options

When you consider the content we deliver, we are sure you will understand why we always prefer to deliver our workshops, courses and programmes face-to-face.

Face-to-face workshops and courses can be held at a location of your choice or, if you wish, a central UK location, at the Macdonald Burlington Hotel in Birmingham, located directly across from the Birmingham New Street train station. 

We can deliver our workshops, courses and programmes online, although this will mean splitting elements into manageable learning events to suit the online environment. 

All Expenses

ALL our expenses are included in our daily rate, so will be no other charges applied (unless additional add-ons are required, such as catch-up sessions when someone misses a workshop).   

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