Customer Care
Retaining valuable customers and staff
With Clare Concannon
Course duration 1-2 days with an optional one day follow-up
Training up to 20 persons (Designed for Senior Managers with a cascading approach for the whole team)
Half-Day using Forum Theatre training up to 40 persons designed for all levels
What will I learn?
- How to complete / refresh your internal review of your customer care policies
- How the customer perceives your service
- What is important to your customers / staff
- How to understand your customers buying process and the characters involved in the rules of engagement
- How to uncover your preferred personality profile and the damage limitation on clients and staff
- How to reduce the impact of cross communication with customers and staff
- How to prepare for future changes and threats within your customers organisation
- How to deal with customer rejection and still stay positive
- How to plan a customer care retention strategy using a whole team approach
- How to be innovative when overcoming barriers to project planning and decision making
- How to measure your success and communicate effectively internally
What problems can this training help me solve?
- Process will refresh current strategic planning gaps relating to customer care policies
- Improve retention techniques / rates for existing clients; attract new clients and reduce internal staff turnover
- Improve ability to understand your customer’s buying process and the changes that affect their decision making
- Increase confidence when planning communicating with clients and staff
- Improve relationships with clients by understanding their preferred communication style and impact on their world!
- Improve confidence when dealing with rejection from clients and staff
- Create an innovative approach to internal team communication issues by involving all stakeholders
- Develop problem solving techniques to save time, resources and your credibility
- Enhance confidence when faced with complex client and staff situations