This programme focuses on putting the customer first in your culture and on your customer journey, delegates on this programme will identify the points where we can connect with customers in a more personal service, creating those memorable WOW moments that in turn create loyal customers.
The investment in this Customer Excellence Programme will: equip your team members with the necessary skills and behaviour to consistently meet and exceed the needs of your customers; protect your business and reputation; and in addition increase your revenue and profit margins.
Recognition of customers diverse and varying needs brings us closer to meeting and exceeding their expectations and also to finding their unexpressed needs. This level of service excellence ensures customers will return to your organisation. According to research by Bain & Company, companies can boost profits as much as 255% by retaining merely 5% more of their existing customers. The cost of finding a new customer costs a business five to seven times more than holding onto its current ones.
Choosing your attitude is a significant force in successful customer relations, and delegates will identify who they are when they are consistently being the best they can be. This can then be reproduced and modelled through every customer interaction – with both external customers and internal customers (colleagues) promoting a culture of consistency in excellence.
What does our communication say about us? Miscommunication is a common problem for all of us. It happens all the time. It even occurs when we least expect it and we often don’t know it happened until it is too late. Making ourselves understood isn’t always as easy as we think. However, there are numerous things we can do to improve how effectively we are being heard. It just takes a little attention to detail. Better communication skills will help us to avoid arguments, achieve our goals and generally improve customer satisfaction.
Brand image is essential to get recognition in today’s competitive marketplace and if your staff don’t protect yours, the consequences could be devastating to your business’ survival.
The Tickety Boo Customer Excellence Programme is designed specifically to your team, brand and people.
Typically a 2-day interactive programme, Customer Excellence can be delivered at your business premises to suit your operational requirements.