Stepping into the customer's shoes

A customer service and relationship skills training course

Course objectives

Explain what it might feel like to be one of your customers
List the brand characteristics and the profile of the customer base
Explain how behaviour influences brand perception and customer experience
Explain the behaviours required to exceed customer expectations
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
Review of the brand and who your customers are
What it might feel like to be one of our customers
The behaviours required to exceed customer expectations
Linking brand to behaviour and the customer experience
Our own customer experiences
Exercise. Communicating as customers. (Live or recorded)
Review exercise and feedback

Course benefits

Develops customer empathy skills
Builds understanding of different customer needs and types
Enhances soft skills
Supports implementation of the brand and operational objectives

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

The customer service experience
Understanding of customer needs
Brand implementation and alignment

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models