Customer Focus Training: 2-Day Workshop

Customer relationships are valuable. This training has been specially developed for improving customer focus with customer service employees who have direct contact with customers. Possessing the right skills often determines the customer and employee experience.

Deliverables

This training contributes to increasing customer satisfaction, improving the relationship with your customer and preventing repeat traffic. It will help you to boost your NPS score and continuously improve the performance of your employees when it comes to satisfying your customers. Employees come out with points for improvement, because they have learned to share best practices and deal with feedback.

Learning goals:

• The difference between customer focus and customer friendliness.
• Managing expectations during conversations.
• Respond professionally to the attitude and behavior of different customer types.
• Conversation techniques, such as listening, summarizing and questioning.
• Finding out the question behind the question.
• Show empathy and empathize with the customer.
• Communicate and act in a customer-focused way: get started with the TOP 5 practical moments.
• Dealing with angry customers / resistance.
• Saying no, how do you sell an undesirable outcome.
• Dealing with complaints.

Count on practice-oriented sessions! We provide an interesting, fun and educational experience during these sessions. We start with awareness: we do this through visual material, examples, exercises and creative working formats. The theory is then put into practice. We believe people don't just learn from listening, they learn by experiencing themselves!

Results:

• Better identify the needs of the customer and better connect with the customer.
• Determine resistance and miscommunication in conversations and adjust your communication style accordingly.
• Respond effectively to customer situations.
• Know and recognize your own qualities and make optimal use of them.