Focusing on Customers
It can cost five times more to acquire a new customer than it does to retain an existing one. How well does your organisation look after its existing customers?
Two thirds of customers take their business to a competitor because no-one kept in touch with them.
By retaining just a few more customers an organisation can really boost its profits.
How often has your organisation over-promised and under-delivered? How do you deal with customer complaints and how many of these have led to more business? Dissatisfied customers tell at least 9 other people about their dissatisfaction. Every organisation needs to look after its customers - including internal customers!
Our half-day and one-day workshops show how to see things from the customer's point of view, building rapport so that customers feel valued during every 'moment of truth' with your organisation.
Key Outcomes
- Understanding what helps customers feel valued
- Asking the right questions and listening to customers
- Handling difficult situations and people
- Turning round customer complaints
- Identifying the value of customers to your organisation
"You'll be surprised at how much you can improve your telephone manner - however good you thought you were at the start of the workshop!" (Press Officer)