Our Customer Facing Skills workshop examines what you would want as a customer in your industry. It explores the wants and wishes and why they do not always happen.
DurationOur Customer Facing Skills workshop examines what you would want as a customer in your industry. It explores the wants and wishes and why they do not always happen.
We look at the life cycle of a Customer Support Representative (CSR) or whatever term you use and see what you have or don’t yet have.
Our Workshop Description
This workshop is designed to look at the whole question of how we look after our customers. We do this by identifying many aspects of customers and gaining a lot of that data from those attending our workshops.
We also look at types of customers, how they usually behave, and how we can impact them through careless interactions.
We aim to see people leave with far better insights into customer-facing best practices and ideas to improve their training for customer-facing employees.
Who Should Attend and Why?
Who? - Anyone involved in a customer-facing role or training their customer-facing staff.
Why? - The ultimate goal in customer-facing skills is to win lifelong customers by continuously managing customer relationships, to gain those lifelong customers.
Any business that can see a consistent issue with retaining customers is in for a tough time. But we ask you to go a step further by not just keeping customers happy but attracting new customers and focussing on retaining our high-impact customers.
Our thinking extends to “Occupying our customer's consciousness.” A persistent fishing expedition to continually engage our customers, even when it is not to buy something.
This engagement gives us an almost permanent inroad to their internal marketing, follow-on sales, recommendations, and loyalty.
About LaPD Solutions
Everyone at LaPD solutions is committed to helping large, small, public or private organisations develop their people to perform to their best because they feel valued. We believe that the relationship between an organisation and its people is that of a virtuous circle.
If the organisation truly cares and invests the time and money to develop its people, we ensure the organisation sees the performance change in the ROI.
We believe in high-quality, measured, engaging and enjoyable training events where everyone joins in to make the learning environment a social chat-style event.
We are a team of independent consultants who are passionate about all they do in the world of learning, development and performance. We believe this means helping your people gain the skills, knowledge & understanding their roles require, enabling them to perform to the best of their ability not because they are told to, but because they want to.
Our Promises to You
“Show your people you care about them, and they will care about the work they do for you”
When we send you a quote for work, we say it is “all-inclusive”, we mean just that. The price we quote includes all the development, materials, delivery/facilitation and all expenses, including travel and accommodation as necessary (plus VAT). So when we quote “X” you pay “X”. It’s that simple.
We guarantee our services. Again we like to keep things simple. If you are not happy with something, then neither are we. You tell us what went wrong, we investigate it, we get straight back to you, and between us, we put it right. Our reputation is perfect so far, and we aim to keep it that way. Great word of mouth is the best marketing we can have!
We support you and your people. When it comes to post-event support, we think we always go that extra mile. Our favourite saying is, “Our support doesn’t finish with the event”! What we mean is that if one of our attendees wishes to chat something through, we will do that.
We can’t give personal one-to-one coaching, as that is clearly a chargeable service, but an odd piece of advice even months later; then sure, give us a call, and we’ll chat.
We will always be honest and tell you the truth, no matter how unwelcome that may be. “This” is why we get asked to come back repeatedly. We are professional and respectful but truthful.
You don’t pay us to tell you what you want to hear; you pay us to tell you what we honestly think and believe. (This is us using our Emotional Intelligence).
We will offer you all the confidentiality you wish, so if, like some of our clients, you don’t want others to know we have worked with you, we will not mention your organisation.
We would like to have the ability to publish your feedback and case study, but your people and organisational identity can remain confidential.
It takes more than technical ability to create an exceptional experience for users, and establish positive and respectful relationships between technical colleagues.
A one day Telephone Skills Training Course that includes the Qualities and Key Skills to help you develop and maintain customer relationships and achieve success when using the Telephone.
This course will prepare you to work in an environment where customer service skills are highly valued. You will understand different types of customers and different customers’ expectations.
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
This short course is aimed at individuals who have a responsibility for reception duties. It may also be of interest to employers looking to hire a new receptionist.
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