5 PROVEN STRATEGIES TO GO BEYOND YOUR CUSTOMERS EXPECTATIONS
HALF DAY WORKSHOP
Embedding the knowledge gained from one of Michell's presentations is what this half day workshop is all about.
Going beyond the expectations of your customers by creating a brand experience they will return for and refer others too is developed in this workshop using 5 proven strategies that Michelle's clients have used and continue to use in building their businesses and creating "empires".
To service your customer, firstly, it is important to understand who they are and what they are seeking. In short you must “profile” the customer and determine the correct way of assisting them as an individual and providing a level of service that is beyond their expectations.
This workshop covers the following topics:
∗ Who are your customers?
∗ How do they think?
∗ What are their expectations?
∗ First Impressions – Don’t assume
∗ Developing a relationship
∗ Dealing with different generations – Baby Boomers, X , Y and now the Millennium generations
∗ The difference between the Top 5 and the “Nightmare” 5 customers
∗ Knowledge – Features and Benefits of your Business
∗ Think outside the square – Opportunities
∗ Information – share
∗ Being accountable
Setting the scene for customer service
The importance of a smile
The importance of dress grooming & body language when establishing a good first impression
Communication – Telephone and Written (Email and SMS)
Ways of demonstrating understanding and empathy without being face to face
Efficiently dealing with standard enquiries
Handling complaints with professionalism
Proactive customer service and creative problem solving
- SME owners and their teams
- Corporate frontline teams