How we do it!

Today’s economy provides some real challenges for businesses. There’s little doubt that things are tough out in the marketplace. Competitor products and services are increasingly similar, making it harder to land new customers on differentiation alone. Add to this the fact that it costs five times more to win new business than keep existing customers and you’re led to a critical realisation:

Great customer service is a key strategy to differentiate your business and retain clients

In order to not only survive but thrive businesses need to create and consistently deliver a world-class buying experience through the development of a strong service culture and supported by effective infrastructure and systems.

Think Like a Customer is a customer service training programme that covers everything you need to know to create happy, memorable and mentionable experiences for your clients that will have them returning to you time and again.

By the end of this programme attendees will learn:

  • Six keys to a great customer experience that will makes your customer service stand out from the crowd
  • Practical strategies to delight customers and have them coming back
  • The importance of the ‘internal’ customer and how to use this knowledge as a competitive advantage
  • How to think like a customer
  • Why service is needed and why staff need to “own” service responsibility
  • The need to foster internal service and how this impacts on external service
  • Multiple methods to professionally handle external customers in a variety of situations in order to create a “wow” experience

This programme is ideal for:

  • Frontline service staff
  • Anyone involved in the internal systems of your company that support frontline service staff
  • Managers of frontline service staff and internal systems
  • Anyone in your business that has a touchpoint with your customers

Programme format:

This two-day high intensity customer service programme involves comprehensive and well-researched content, case studies and practical activities to help participants Think Like a Customer.


Watch the short video below to learn more:

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