Workshops: Adding Emotional Value - "Excuse me, am I Invisible?"
Introduction
The following four Workshops are all focused upon best practice in creating and implementing Customer Management Strategies. They have been designed carefully as a sequence of four related topic areas and they can be taken as stand alone events when more specific applications are required. All sessions are highly interactive, ending with action steps for change.
1. Shaping a Customer Focused Strategy
Delegate Profile
Aimed at customer service and sales staff at a variety of levels who have the responsibility for leading, building, implementing, managing, and maintaining positive customer management.
Training Objectives
Concentrating upon building an effective strategy to retain existing and acquire new customers, this Workshop moves quickly from the early steps in 'customer management' to exploring the potential of adding emotional value. This Workshop is the first in a series of four and provides participants with a strategic understanding of options for building and developing a customer-facing organisation.
Course Content
Assessing customer management from simple to complex
Evaluating a variety of methodologies for building customer management from a passive to a proactive role
Self-assessment - where are we on the journey?
Assessing corporate strengths and limitations
Neuro-linguistics and customer management
Developing an action plan to implement best practice
2. Measuring Customer Satisfaction
Delegate Profile
Aimed at customer service and sales staff at a variety of levels who have the responsibility for leading, building, implementing, managing, and maintaining positive customer management.
Course Content
This Workshop can stand alone or fit within the series and focuses upon measuring the intentions, behaviours and attitudes of customers. Drawing upon several diagnostic models it concentrates upon consumer behaviour and enables participants to undertake their own self-assessment of their current organisation.
How do and how should we measure customer satisfaction?
Relationships between customer satisfaction and loyalty - what works and what does not
Key changes in consumer behaviour
Buyer's remorse and winning back consumers
Self-assessment - where are we most at risk?
If you cannot measure it you cannot manage it - building metrics
3. Building a Customer Focused Culture
Delegate Profile
Aimed at customer service and sales staff at a variety of levels who have the responsibility for leading, building, implementing, managing, and maintaining positive customer management.
Course Content
The internal culture of a business drives business results. This Workshop focuses upon quantifying the drivers and processes that cause performance improvement and customer retention and growth. There are opportunities to self assess participants' own organisations.
Taking a good look in the mirror - what's it like to be our customer?
What is it about our business that the customer loves and loathes
Research into healthy cultures - differentiating the good from the bad
Processes that drive performance - how are we doing?
Customer facing strategies - ensuring that staff who never meet the customer support those who do
SWOT analysis and action planning for change
4. Adding Positive Emotional Value
Delegate Profile
Aimed at customer service and sales staff at a variety of levels who have the responsibility for leading, building, implementing, managing, and maintaining positive customer management.
Course Content
Focusing upon the emotional element of customer contact, this Workshop examines the importance of managing customer emotions and is critical in enabling organisations to develop strategies to mould and shape customer perceptions. Life is a theatre and businesses need to manage the life value of each and every customer experience to maximum effect.
What emotions drive behaviour and customer retention?
De-mystifying emotions and consumer behaviour
Destroying attitudes and activities which engender negative emotions
Creating positive emotional value
Assessing the emotions most likely to influence retention or loss of customers
The top team emotions and how to manage them
Strategies to build and maintain positive customer emotions
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