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Course Description

How can you put customer satisfaction at the core of everything you do?

How customer-focused are your team and company?

What will earn you customers' preference?

How can you track the benefit of your team and your department's customer focus?

Course Objectives: 

• Understand how customer enthusiasm contributes to your company's growth
• Identify the management practices that build customer relationships that last
• Focus your team's approach on customer relationship that last
• Build your team's customer-focused intiative and proactiveness
• Cooperate with other managers to solve issues hampering frontline staff

 Programme: 

Turning customers into your company's best allies

• The three notions: customer satisfaction, preference and loyalty
• The tools to leverage enthusiasm
• Building the Alliance Client

Managing the alliance with your company's customers

• The customer pathway and process
• What have you done for your customers today? (A self-assessment)
• Satisfaction levels, verbatim feedback and complaints: listening to customers
• Customer expectations and the progress plan

Building your team's customer culture

• Helping your team understand its contribution
• Stimulating curiosity about the market and competition
• Training 'pro' team members who are in touch with customers

Making your team more proactive

• Putting customer satisfaction back at the centre of the team and team member's role
• Productivity, service quality and customer satisfaction
• Defining lattitude and escalation rules for unexpected developments or complaints

Supporting your team's cooperation to boost customer enthusiasm

• Establishing and encouraging solidarity within the team
• Solving problems that do not depend on team members
• Using the company's strengths and business success to build your team's pride 

E-learning modules you will receive with this course: 

• Key factors in long-term customer relationships
• Role of the manager in long-term customer relations
• Building customer enthusiasm
• Handling claims in long-term customer relationships
• Developing internal cooperation for customers 

Who can benefit:

Anybody running a team in direct or indirect contact with customers (before sales, after sales, over the telephone, over the internet or face to face) 

Course Duration:

2 days + 5 E-learning modules