Total customer value and total customer price are terms that have importance for a business in a sales-oriented industry. Building value for the customer gives a business more control over its pricing and can help the company bring in higher profits in the long term. Failure to build value while increasing total customer price could send a customer looking to the competition.
Total Customer Service provides the opportunity to accurately gauge your group’s current customer service capabilities. The training calculates exactly where you already meet and exceed your clients’ expectations—as well as those areas where your customers feel you fall short. Most importantly, this training shows your team how to transform “adequate” or even “good” service into a truly customer-focused program that richly rewards and fulfills all who come in contact with your organization. Learning new skills, tactics, and approaches through Total Customer Service’s extensive training is guaranteed to deliver group, personal and professional rewards, in the form of satisfaction, fulfillment and financial profit.
Uncover and translate the customer expectations present in every contact
Become a master communicator
Restore and rebuild broken relationships
Care for yourself and care for your customers
Understand how to deal effectively with anger, aggression, and complaints
Assess and analyze customer satisfaction
Maximum impact through up-sell and cross-sell opportunities
Achieve customer loyalty and repeat business
The team approach to company-wide Total Customer Service
Benefits of Organization
Can be a hugely beneficial thing to invest in to enhance the way a business serves what brings in money.
Systematic improvement in higher retention levels acquires new customers, reduce employee turnover, and boost bottom-line sales.
Motivate and engage members of staff. If you show employees that you care about their individual development and career progress, they will be inspired to help the customer in any way they can.
Improve the knowledge or skill set of an individual such as enhancing communication, the importance of listening to the customer, problem-solving approaches and the need to be organized.
Boost morale for employees, who will then be more eager to serve the customer and improve their shopping experience.
Improve satisfaction for valuable patrons and purchasers. This, in turn, will lead to the customer feeling appreciated, respected and cherished.
Improve the overall buying experience, customers will want to do business with you time and time again and become your loyal customer.
Well trained, motivated and knowledgeable staff, your customers is sure to pass on favorable recommendations and reviews.
Who Should Attend?
Directors and managers
Individuals like to develop and enhance their marketing skills
Day 1: The Essentials of Customer Service
Identify the elements of Total Customer Service and what makes it successful
Gauge your organization’s current efforts and identify where you need to improve service levels
Dealing with criticism, controlling anger and aggression
Creating an in-house Total Customer Service program by developing the core competencies
Models for managing customer care,
Set initial goals to institute change
Distinguish your operational status quo from the customer-focused model
Day 2: Discover and translate the customer expectations
The connection between customer service and reputation
Examining the evidence for investing in excellent customer service
Understanding Porters Value Chain – how do you create value for your customers
Comprehend the range of possible customer expectations and rank those that apply to your audience
Recognize the need for empathetic responses – create role-playing scenarios to practice them
Open Discussion – Critique responses that failed to meet customer expectations
And Suggest future plans for handling similar challenges
Day 3: Speak the Language of Total Customer Service
Achieving crystal clear communication- analyzing vocabulary, word choices, and delivery used throughout your customer service efforts.
Powerful listening and questioning techniques to understand what customers need
Typical customer behavior patterns
Body language clues that show how others are thinking and responding to you
Lenses or filters to communication
Prepare a list of common “displeased customer” responses and strategies for working through them
Using perceptual positions to understand your customers’ point of view
Choosing communication channels to increase engagement
Day 4: Become a master communicator to achieve Total Customer Service
Identify the common threads of effective communication
describe how each applies to your varied customer contacts
Analyze the effectiveness of your present verbal communication
identify areas for improvement Evaluate your current written communications
suggest ways to enhance their reach and influence
Utilize your expanded knowledge to begin or improve efforts to use electronic communications to their greatest potential
Discussion and Final Notes
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