Enhancing the Customer Experience

The success and reputation of an organisation depends upon the way it treats its customers at every point of contact. Learning how to handle customers professionally is as vital as the products and services you provide. All people who operate in a client/customer role need both technical skills and a range of complementary skills related to client management.  This course concentrates on the key areas by giving delegates the opportunity to practise their interpersonal skills in a variety of client/customer situations.

Objectives

To provide the opportunity for participants to learn client management principles and practices that will allow them to develop constructive client relationships.

Learning Outcomes

• Better client relationships through improved communication,  rapport, trust, and loyalty

• Use listening and questioning techniques effectively

• Manage customer expectations more effectively

• Manage conflict positively

• Handle difficult interactions, different customer attitudes, objections and challenging situations

• Use a variety of problem solving techniques

• Use data collection and analysis tools

• Adopt techniques of active listening and questioning to troubleshoot customer problems

Target Audience

All people who need to build and maintain effective client/customer relationships and to improve customer satisfaction and loyalty.

Duration

3 days. Initial two consecutive days with a one day follow-up day no sooner than two weeks and no later than four weeks after.  The follow-up day is used to evaluate an action learning project the participants undertake back in the workplace.

Learning Methods

All exercises and learning techniques used during this workshop have been chosen with the adult learner in mind.  Exercises are problem centred and discussion and syndicate work are used as a vehicle for participants to reflect on their own experiences. Specific methods used include:

• Case studies
• Problem solving scenarios in syndicates, and individually
• Syndicate and plenary discussion
• Role plays
• Video presentation (optional)

Course Overview day by day

Day one - Key Themes

• Introduction
• Learning Goals
• Communication
• Styles

Day two – Key themes

• Building Rapport
• Handling Conflict
• Negotiation
• Problem Solving

Day three – Key themes

• Data Collection and Analysis
• Practice and presentation
• Action planning

The above list represents topics to be covered during the workshop.  This theory will be presented in a variety of ways which take into account the different learning styles of the group and the principles of how adults learn.