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Customer Focus

1 day

What you will learn:

  • Getting and keeping customers
  • The cost of the lost customer
  • What is customer loyalty
  • Importance of integrity
  • Adding emotional value
  • Customer turnoffs
  • Moments-of-truth
  • Creating the perception of a difference
  • Listen with more than your ears
  • Dealing with dissatisfied customers
  • Finding out what customers like
  • Anticipating customer expectations
  • Behaviours that win loyal customers
  • Measuring customer satisfaction
  • Creative customer service

 

Training Overview:

‘No customers, No work’

Customer service and being customer focused are often spoken about but rarely is action taken. Exceptional customer care means exceeding the expectations of our customers. This requires us to know what our customers’ expectations are and to have the tools and capabilities to exceed them. Their company will then be able to deliver superior customer service and increase levels of loyalty.

Who should attend:

Front line staff, supervisors and managers who either have contact with customers or who are responsible for ensuring that their company provides the highest level of customer service possible.