The Customer Shoes
...because customers vote with their feet a radically different yet highly effective way of driving up the levels of customer satisfaction in your business...
Delivering outstanding customer service is not merely about providing the right environment, systems, processes and procedures. Nor is it about transacting seamlessly with your customers. It is about developing a truly customer orientated way of working so your business delivers the type of highly positive memorable experience for each customer, every time, leading to long term profitable relationships.
The customers' shoes
is fresh, innovative, inspirational and engaging for everyone in your business. It is the most powerful programme of its type. Built around the metaphor of the shoes this programme covers the four dimensions of customer service, turning every day transactions into live long advocate level relationships. The seminars begins with a hard look at the costs and the ROI of doing business across a number of industries and then uses the customer's shoes model to consider the most effective way to lift the performance of any business or team.
Your seminar leader
Bob Hayward is Managing Director of OPC (UK) Ltd and Timepower Ltd. He is a sought after corporate employee engagement expert. He is an experienced trainer, facilitator and speaker. Skills learned as a trainer with the famed Dale Carnegie Training and a raft of practical knowledge and experience as a psychiatric nurse and managing director of sales and recruitment businesses make him a natural and informative speaker with a complete understanding of the needs of employees and problems facing business managers.
The customers' shoes programme outline
...because customers vote with their feet
Business Objectives:
- Drive up customer survey results
- Improve customer loyalty
- Generate incremental sales in all areas of the business
Participant Objectives:
- Increase participants' self- awareness
- Increase participants' level of empathy shown to others
- Raise participants' level of motivation their ability to motivate themselves
- Improve participants' understanding of customer satisfaction and how they can personally drive results for themselves and the whole business
Content:
- Welcome, Introductions, Housekeeping
- Shoes we wear, the steps we take
- My World, Your World
- Changing perspectives
- Shifts in customers' expectations
- What the numbers say
- Barriers to customer delight
- The Customer's shoes model
- The four dimensions and the relationship to the metaphor of the shoe
- Skill building, listening, questioning/probing
- Tuning in to the customer - how to push the right buttons
- Turning transactions into interactions
- Maximize incremental sales
- Handling difficult situations
- Working with others to delight every customer
