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 come true. We discuss the life cycle of a Customer Support Representative (CSR) or any similar term, and assess what you currently have or what you still need.
Our Workshop Description
This workshop is designed to examine the entire question of how we care for our customers. We achieve this by identifying various aspects of our customers and gathering a significant amount of data from those attending our workshops.
We also examine the types of customers, their typical behaviour, and how we can inadvertently influence them negatively through careless interactions.
We aim to see people leave with a far better understanding of customer-facing best practices and ideas to enhance 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 of 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, and to gain those lifelong customers.
Any business that consistently struggles to retain customers is in for a tough time. However, we ask you to take it a step further by not only keeping customers happy but also attracting new ones and focusing on retaining our high-impact returning 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 confident that 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 prefer, at a central UK location, such as the Macdonald Burlington Hotel in Birmingham, situated directly across from 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 there will be no additional charges applied (unless extra add-ons are required, such as catch-up sessions when someone misses a workshop).
