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Guest Excellence – Perth September 2018
06/11/2018 @ 9:30 am - 07/11/2018 @ 4:30 pm
This 2-day programme will cover down to earth simple practices that can be implemented immediately and therefore ensure successful transferability of new and improved skills, attitude and ability to every area of the business.
Who should attend?
All employees representing your organisation to your customers across any industry sector or job role. Those with the opportunity to connect and build rapport adding value to the customer experience and maximising the potential to exceed customer expectations.
Throughout this training, your employees will constantly be discussing their customers’ requirements, wants, needs and desires. They will be committing themselves to improving their present customer care abilities. This will have the result of increasing customer satisfaction levels for the business; improving and delivering excellent customer service and as a direct result there will be an increased achievement of individual and team financial goals and targets. More customers will return and through word of mouth advertising, more new customers will consider your business as their destination of choice.
Focus for this highly participative programme includes:
- The Customer Journey
- What great customer care looks like
- Customers come first
- Welcoming guests into your ‘home’
- A warm welcome and Uncommon Practices
- The first 30 seconds
- The smile that reaches the eyes
- Importance of using the guests name
- Effective body language
- Effective communication skills
- Questioning techniques
- Behaviour breeds behaviour
- Seeing things from the customers point of view
- External and internal customer care systems
- Creating Raving Fans
- Customer champions
- Action Planning
Open Course £499 + VAT per delegate – includes certification and light refreshments during the programme.