Customer Connection Programme.

In a fast-moving and complex world, increasingly driven by digital interactions; connecting on a human level is more valuable than ever before…

Discover what the very best organisations in the world do to deliver service excellence and increase customer retention levels using proven, easy-to-apply tools and techniques. Stay ahead of rapidly changing customer expectations and consistently deliver personalised and meaningful experiences to all your customers. Ensure every customer feels valued, whenever they interact with your organisation. This practical and action-centred suite of programmes is designed to help any organisation deliver an outstanding customer service experience through engaged people. Each session is packed with helpful ideas and approaches to increase employee impact and build long term relationships, by connecting with end-users on a human level. Focusing on: communication, behaviour, mindset, approach, trust, and forging long-term professional reputations.

Download programme outline >  Customer_Service_Training_Programme_UK

What is a Human Touch?

Employees who demonstrate an enthusiasm for customer service seek to maintain positive personal connections with all their end users. They deal with customers in an engaging, professional, and courteous way, listening to their requirements without making assumptions. Great at focusing on customer satisfaction levels, these individuals use customer feedback as a key decision-making consideration. They act as an ambassador for the organisation and will take responsibility for making improvements to services and work practices. They consistently demonstrate a deep understanding of customer needs and value loyalty and long-term commitment.

The purpose of business is to create and keep a customer - Peter F Druker

Strengthen long term customer relationships and increase retention levels

5 flexible course options to help you deliver defined improvement outcomes for your employees, your organisation and your customers:

 
Session 1: Deliver Service Excellence - transform the customer experience with a human touch
Consistently deliver exceptional service to all your customer groups  

Session 2: Manage the Customer Experience (A) - create a positive impact - face to face.
Apply emotional intelligence face-to-face to drive positive customer outcomes.

Session 3: Manage the Customer Experience (B) - create a positive impact - telephone.
Apply emotional intelligence over the phone to drive positive customer outcomes.

Session 4: Handle and Resolve Complaints – manage customer feedback by applying a human touch.
Manage incoming complaints with confidence and professionalism.

Session 5: Supporting Internal Customers - building an enthusiasm for in-house service excellence.
Develop a customer focused culture through collaboration and trust.

Each programme can either be delivered individually to address specific needs, or as a comprehensive suite of five half-day workshops to support the development of a more customer-focused culture.

Download your free guide to applying a human touch>  Enthusiasm_for_Customer_Service

For more information contact Annie Munroe on 01724 601559