Retaining customers is cheaper than acquiring new ones. This session is about customer service and sales and delivers ‘ no cost’ steps you can take in your business to ensure your customers keep on coming back. The time on the course will let you examine your business and to think through ideas for you and your team to encourage customers to return. This session falls into 2 parts
Part 1 – the Strategy
The role of customer satisfaction in business. Commercial considerations - growth in margin and profit OK, Good and WOW – the goals for customer service Creating a customer service culture and strategy Internal communication and zippering – team work & delivering customer service to internal departments.
Part 2 – Tools of the Trade
Greetings and initial impressions - ideas Working in different mediums- face to face, telephone, email, mobile Communication and keeping customer informed – delivery, service, new products etc. Managing expectation Opportunity spotting – keeping the radar on LAPASA - dealing with angry and difficult customers Dealing with old baggage Features, benefits, proof, –areas of competitive edge Knowing products and services , knowing customers, - playroom technique Looking at how to use good customer service as a means of increasing business – techniques
