Improving Your Customers’ Experience
Course Info
Code PM2-103
Duration 5 Days
Format Classroom
Course Summary
Your customers are what makes your business successful. They are the most important people involved in your business - more important than your peers, your direct reports and even you.
As we move forward, customers’ expectations of our businesses are becoming ever more demanding, and we must pull our teams together to rise and meet their high expectations and stay ahead of the competition. Remember, the customer is always right!
This course aims to teach you the essentials of understanding your customers, their needs and how to provide them with next-level service that will leave you with great reviews, higher conversion rates and increased customer retention levels.
During this course, you’ll learn:
- The basics of customer service.
- Understand the need for flexibility.
- Inspire a customer-focused culture.
- Assess your current CX and understand where you can tighten processes.
- Look at what customers expect and how you can provide the best possible experience.
- Utilise the power of online service.
- Understand customer psychology and predicting the right choices.
- How to effectively solve complaints to achieve a positive outcome.
- Develop ideas for your next steps to future-proof your customer experience.
This training is ideal for anyone within your company who needs to understand your current customer journey and where improvements need to be made. This includes both front-line employees and strategic project managers who are involved in pushing the company to the next level. It would be most suited to:
- Project Managers
- Customer Experience Managers
- Front-Line Employees/Support Staff
- Field Agents
- Operations Managers/Directors or Senior Management looking for broader process changes
- Account Managers
- Customer Service Department Managers
- Customer Satisfaction Managers
- Team Leaders/Supervisors
- Marketing Executives
The course uses a variety of stimulating learning techniques and organisational theories to ensure understanding from all levels of your business from front-line employees to senior management officials.
You’ll experience interactive seminars, practical workshops and get to work with people for all areas of businesses using real-life case studies to understand the customer journey.
The project work will provide you with techniques and models to accurately judge your customer’s mindset, share best practice and change your goals to reflect the changing customer environment.
Course Content & Outline
Why the Customer Experience Should Be Your Priority
- Ways to increase your conversion and customer retention.
- How satisfied customers provide free marketing opportunities.
- Creating a customer focused culture.
- The 10 principles of a good customer experience.
- Understanding your 5 pillars of your customer focused strategy.
Discovering What Your Customers Need
- Consider your target audience and what makes them tick.
- The meaning of service value
- Mapping your customer journey.
- How do you customers want to be contacted?
- Understand when to contact your customers and when they need some space.
- Acting on feedback and discussing your changes.
- The CXM framework and relating to your business.
Your Target Audience
- Customer profiling - who buys your products.
- Creating convenience.
- Customer habits and how to use them as a marketing opportunity.
- Transforming your CX with your customer.
- Implementing innovative techniques within your team.
Omni-channel Customer Service - What Works Best?
- Select the right method of communication (email, phone calls, live chat, social media).
- Utilising customer data to predict your customers’ movements.
- The Spam to Value tightrope.
- Effective automation that appears personal
- Are bots effective?
Resolving Complaints and Handling Difficult Customers
- Offering your customer what they expect before they ask.
- Why soft skills are important.
- What makes a good complaints process?
- Face-to-face resolutions - body language and empathy.
- Upskilling your team in active listening.
- Utilising effective questioning to understand your customer.
- Persuasion, negotiation and influencing methods.
Harnessing the Power of Social Media
- Providing interesting content to draw in your customers.
- Creating insightful blog content to solve your customers’ issues.
- Pushing offers without seeming salesy.
- How to ask for reviews from your customers.
- Responding to negative comments publicly.
Unveiling the Welcome Call: Your Key to Customer Engagement
Discover the power of welcome calls in customer relations. Learn why they are important, how to build relationships, and key elements for a successful welcome call.
Discover the power of welcome calls in customer relations. Learn why they are important, how to build relationships, and key elements for a successful welcome call.
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