Have you ever wondered how you could improve the experience that you offer to your customers? Do you sometimes find it difficult to know what to do when you are having to deal with a difficult customer? If so, then the Thinking Like Your Customer programme is for you.
This 3 lesson programme looks at some of the key elements that make up a great customer experience and will help you to serve your customers better.
Have you ever had a conversation with a customer that went really well, and then when you tried to have the same conversation with a different customer, it went really badly? It's annoying, isn't it? The fact is, though, that all customers like to be treated in a way that is right for them, so we need to adapt to the way that we treat each customer.
In lesson 1, we will look at what we mean by customer service and will then examine my behaviour sets model which will help you to understand your own behaviour preferences and those of your customers. We will then look at what a great customer experience would look like for different types of customers.
In lesson 2, we will look at the difference between a customer want and a customer need and think about what that means for us. We will then look at the basics of Transactional Analysis and consider how this can help us deal more effectively with difficult customer interactions.
In lesson 3, we will look at the importance of positive language and then move on to think about how to deal with customer complaints effectively in order to keep the customer for our business.
All modules will include elements of presentation, discussion and there are a number of questionnaires that you will complete as we go through the workshops. The sessions will be very informal and there will be plenty of opportunities for you to ask questions and practise using some of the skills that you have learned.
No previous experience is necessary to sign up for this class. I look forward to working with you.