This training programme is an example of what Ones Business Advice can deliver either in-house or as part of a company away-day.

Step 6: Touch-Points

 Workshop Title:  Delivering a Highly Professional Customer Experience

 Ensuring that the customer experience is a highly positive one at each of the organisation’s customer touch-points is pivotal. Done correctly, this ensures the achievement of the strategic objectives and the delivery of customer value.

This workshop will look at each of the organisation’s touch-points - business development/client relationship team (employees in general from the receptionist to the senior management team), offices – different locations, telephone, direct marketing/PR and website – and it will uncover how delegates can effectively lead to ensure the delivery of a streamlined and highly professional customer experience.

Pre-course work:

Participants will be sent a checklist to review their organisations touch-points. This will be used within this interactive session. It will determine how and where to add more value to the customer experience. This will determine the opportunity to maximise sales.

Course outline:

During this interactive and practical session the delegates will cover:

•  The range of touch-points within the business (and the effective use of each one)
•  Building rapport with customers through the businesses touch-points
•  Leadership skills to increase employee engagement (directly correlates to customer satisfaction)
•  The Do’s and Don’ts of each touch-point
•  Developing a customer charter or customer satisfaction policy that relates to the company’s values
•  Metrics for measuring touch-point performance
•  Preventative measures for minimising or eliminating customer defection
•  The different stages of the relationship e.g. pre-sales, sales and post sales and which touch-points the customer prefers to use at each stage

Duration:

This can be a half day or full day session.

Pricing:

To be confirmed. Invoicing terms: within 14 days of issuing or before the training commences whichever occurs first.

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Note: ‘Touch-Points’ is one of six strategic steps for building stronger and longer customer relationships