By the end of the session you will be able to:
Identify what each of your Customers want from you.
Define Service Excellence.
Learn from other successful Companies who prize Customer intimacy.
Agree the principal ‘Moments of Truth’ within your organisation.
Gain and maintain rapport over the phone.
Successfully generate enthusiasm for your own unique proposition.
Recognise the role you play when contributing to your organisational identity.
Develop strategies for generating ‘sticky business ‘
List 3 recognised states associated with successful customer transactions.
Deal effectively with challenging Customers.
Interpret a personal inventory of your own preferred style in Customer facing situations.
This programme supports the ISO 9001/9004 condition for companies
"to promote an awareness of customer requirements throughout their organisation
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"The average high street bank could increase sales by £65m per year if employee satisfaction were improved by just 10%.".
Personnel Today June 2003
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