If you want to have a fantastic long term relationship with your customer then this course is a must for you and your staff.
It doesn't contain hours of needless video content but everything you and your team need to know to build a trusted and sustained relationship with customers from improving your listening skills to questioning techniques that enable you to get to the heart of the issue as quickly as possible. I will show you how to build empathy (not sympathy) with your customers and provide you with tools and techniques for dealing with challenging customers.
The course contains many downloadable tools and templates that you can use to support you in delivering exceptional customer service resulting in increased sales and long term relationships.
What are the benefits of great customer service. It's not just about happy customers. This lecture explores the key advantages of great customer relationships.
Why should you provide great customer service? What's in it for you?
If we understand exactly who our customers are, we will be able to effectively communicate with them.
What is a customer persona and how do i define mine?
This lecture takes you through the steps of defining your customer personas.
Now you have defined your customer personas, how do you use them?
To run a profitable business we need to ensure our service levels are in line with our product and prices. This lecture explores the concept of being aligned.
What is the difference between a Standard Service and an Extra Service? This key lecture helps you understand and most importantly, communicate with your customer.
I introduce the RATER method that your clients will use when evaluating your service delivery levels.
What is the difference between Empathy and Sympathy and why is Empathy good and Sympathy bad (when dealing with a challenging customer)?
A practical 8-step guide to handling a difficult customer
Now you are at the end of the course, download the workbook to capture your key learnings.
Rob has 25+ years of commercial business experience from working in blue chip companies to starting, growing and selling his own successful PR, Marketing and Design agency.
In 1991 he started his own marketing agency and over the next 11 years built an award winning business with 25 staff and revenues in excess of £1.5m. He sold the business in 2002 and then retrained to become a coach and mentor. Since forming Da Costa Coaching in 2007 he has been helping owner-managed businesses to start and grow their business in a profitable and sustainable way.
His coaching style is business and results focused, empathetic yet challenging. He is totally passionate about facilitating clients to get the fast positive results and is excited to launch a series of online coaching workshops. Having spent 10 years helping 100s of businesses, he now wants to share his knowledge and experience with a wider audience via his online business courses