Know Your Customer

9.30 – 10.00: Coffee and Intro.  How well do you know your business?
10.00 – 10.30: Let’s profile our existing customers. Who are they, where do they come from and what do you think they want?
10.30 – 11.15: What are our competitors doing? What can we learn?
11.15 – 11.30: Coffee break
11.30 – 12.15: Communication skills with our customers. How do we find out their needs?
12.15 – 12.45: Effective questioning techniques. Three essential skills of knowing the customer. Questioning, Listening, Action.
12.45 – 13.45: Lunch
13.45 – 14.45: Developing feedback forms that your customers will actually want to complete. Acting on feedback.
14.45 – 15.45: Case studies.  Look what others have achieved.
15.45 – 16.45: Developing an Action Plan for changes you can make to increase customer satisfaction by really knowing your customer.
16:45 – 17:00 Summary and Action Plan agreed

• Understand precisely who your customer is, and the best ways to ensure you know exactly what they want and require from your organisation.
• How to build a successful rapport with new or existing clients and how to ensure they remain loyal.
• The three essential skills you need to genuinely know your customer.
• Look at successful companies who really know their customers and see how they have grown through self-development and consistency.
• Questionnaires, feedback forms and social media. What works best in establishing what your customer really wants.
• Develop a practical and inspirational action plan to transform your business by really getting to know your customer.