This session covers customer service/sales and delivers practical ‘no cost’ steps you can take in your business to ensure your customers keep on coming back.

Retaining customers is cheaper than acquiring new ones. This session is about customer service and sales and delivers ‘no cost’ steps you can take in your business to ensure your customers keep on coming back. The time on the course will let you examine your business and to think through ideas for you and your team to encourage customers to return. This session falls into 2 parts.

Part 1 – the Strategy

• The role of customer satisfaction in business.
• Commercial considerations – growth in margin and profit OK, Good and WOW – the goals for customer service.
• Creating a customer service culture and strategy.
• Internal communication and zippering – team work & delivering customer service to internal departments.

Part 2 – Tools of the Trade

• Greetings and initial impressions – ideas working in different mediums – face to face, telephone, email and mobile.
• Communication and keeping customers informed – delivering service, new products etc.
• Managing expectation.
• Opportunity spotting – keeping the radar on LAPASA – dealing with angry and difficult customers.
• Dealing with old baggage.
• Features, benefits, proof – areas of competitive edge.
• Knowing products and services, knowing customers – playroom technique.
• Looking at how to use good customer service as a means of increasing business – techniques.

To book a place, click here.