Through the Customers' Eyes

1 Day
Edinburgh 12th Aug 2021
4th Aug 2021
5.5 hours

Course Overview

Only when we really understand our customers' experiences of our business can we make real improvements to our business practice. This course develops techniques to help identify our customers' expectations and how we can meet and exceed them in both the sales and after sales roles.

This Through the Customers' Eyes course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Through the Customers' Eyes London
Through the Customers' Eyes Manchester
Through the Customers' Eyes Nottingham
Through the Customers' Eyes Birmingham
Through the Customers' Eyes Bristol
Through the Customers' Eyes Edinburgh
Through the Customers' Eyes Leeds

This course is worth 5.5 Continuous Professional Development hours.Learn more about CPD

Timetable

09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:30 The Good, The Bad & The Ugly (Working from their pre-course assignments delegates compare their own good, bad and ugly experiences of customer care when they were the customer.)

10:30 - 11:00 The Hole in the Bucket Syndrome

11:00 - 11:15 The Value of Brands (What makes a good brand. A look at the strength of Company's Brand and what it stands for.)

11:15 - 12:00 Competitive Knowledge - Presentations (Working coffee break - Each group will be assigned two competitive brands and will be given press releases and advertisements. Based on these and any mystery shop experience gained from their pre-course assignments, they will analyse the brands from a customer's point of view and present back to the group.)

12:00 - 13:00 Customer Expectations (Telephone & Face to Face)

13:00 - 14:00 Lunch Break.

14:00 - 14:30 Verbal Communication (Here delegates will look at the importance of first impressions i.e. when answering the phone and also the limitations of verbal communication through a fun exercise)

14:30 - 15:00 Delegates to be Mystery Shoppers (Delegates working in small groups will be assigned tasks to make phone enquiries to different sectors and report their findings back to the group)

15:00 - 15:15 Delegates to Critique Taped Calls

15:30 - 16:30 Visual Communication (This final session gets delegates to look at the importance of visual communication and again specifically from the customer's point of view. How well signposted is their dealer, how good is the display etc.)

16:30 - 16:45 Summary & Action Plans Agreed

Benefits

  • Understand the value of brands
  • The importance of customer care in retaining business
  • An understanding of how their business compares to the competition
  • A plan to ensure they meet and exceed customer expectations
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
4th Aug 2021
Full Day
£280.00
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7th Sep 2021
Full Day
£280.00
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4th Oct 2021
Full Day
£280.00
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4th Nov 2021
Full Day
£280.00
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2nd Dec 2021
Full Day
£280.00
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7th Jan 2022
Full Day
£280.00
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1st Feb 2022
Full Day
£280.00
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3rd Mar 2022
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£280.00
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8th Apr 2022
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£280.00
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5th May 2022
Full Day
£280.00
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View 7 more available dates
7th Jun 2022
Full Day
£280.00
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5th Jul 2022
Full Day
£280.00
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3rd Aug 2022
Full Day
£280.00
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6th Sep 2022
Full Day
£280.00
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3rd Oct 2022
Full Day
£280.00
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3rd Nov 2022
Full Day
£280.00
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1st Dec 2022
Full Day
£280.00
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...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
Places
Book your place on one of our scheduled courses...
12th Aug 2021
Edinburgh
£430.00
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18th Aug 2021
London
£430.00
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22nd Sep 2021
Bristol (Clifton)
£430.00
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25th Oct 2021
Nottingham
£430.00
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1st Nov 2021
Manchester
£430.00
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11th Nov 2021
London
£430.00
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...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Training
Per session£600.00
U-Choose Training
Per delegate£430.00
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