Your customers or clients have one thing more than ever before, and that is CHOICE!
Everyone is looking to have a competitive edge over their competition in business these days.
For some, they think that if they beat their competitors’ price, they will be more competitive. For others, they feel that they need different products or services than what their competitors have.
The issue with both of those theories is that it becomes a constant battle. Your STAFF need to be your competitive edge.
In today's world, there has never been a more important time to ensure all your staff have the proper training with regards to servicing your customers. Gone are the days where you can just "hope" that they will just do a satisfactory job.
Your customers or clients deserve amazing and consistent experiences, which requires all staff to understand how together they all play a role.
If you don't look after your customers, someone else will!
Businesses who understand this are the ones who are growing and taking market share. That is why you need to ensure your staff have proper and deliberate training in this area.
Your staff can either be the reason for CHOICE with your current and future CUSTOMERS, or they will be the reason for CHANGE!
Your staff are the secret to your business success. Unfortunately, these days most staff are never either properly trained in the area of customer service, or they aren’t constantly updated in the skill of customer service.
If all of your staff understand exactly how your customers need and want to be treated, then your business will grow naturally. Your staff need to be your competitive edge and that needs deliberate attention and training.
Your competitive edge in your business has to be YOUR STAFF!
Throughout the CUSTOMER CULTURE – CUSTOMERS FIRST Training program, your staff will not only learn “how” to give your customers amazing experiences, but more importantly “why” it is so important.
The Program has been created and designed with your customers in mind and will take your staff through the many aspects that your customers and clients are looking for with regards to being serviced.
Customer service and engagement HAS TO BE a deliberate action. This will create and establish your customer based culture and your customers or clients will respond accordingly.
Your competitive edge in your business has to be YOUR STAFF!
Throughout the CUSTOMER CULTURE – CUSTOMERS FIRST Training program, your staff will not only learn “how” to give your customers amazing experiences, but more importantly “why” it is so important.
The Program has been created and designed with your customers in mind and will take your staff through the many aspects that your customers and clients are looking for with regards to being serviced.
Customer service and engagement HAS TO BE a deliberate action. This will create and establish your customer based culture and your customers or clients will respond accordingly.
How the Program Works
There are 2 programs to choose.
Full Program
All aspects of customer service procedures and processes are covered in this 5 module course. The course is specifically designed for each staff member to undertake the program with their own login and at their own pace. This then creates the best results with your entire team. Each module has a download and a video.
You as the owner / manager also can log in to see your team's progress, and can be notified when each module has been completed so you can assess each staff member in real time, see if there are any red flags or issues, then address them with each staff member.
#1: Who Am I?
A "Customer Service Personality Test" that each staff member completes. This will not only show them their natural customer service style, but will also show you, the owner / manager, whether each staff member is in the right position for the outcomes your customers / clients expect.
#2: Who is My Customer?
This module is all about understanding the needs of the customer today. Unless your staff understand what customers are looking for, how can they meet those needs?
#3: Back to Basics
This module is all about foundations. This is a great module for anyone dealing with customers over the phone or face to face. If staff don't understand the basics, how can we as business owners / manager build upon that? Your customers / clients have expectations. This module is to get your staff to know how they can meet those expectations, especially from understanding the basic needs of a customer / client.
#4: It's All About Communication
If we don't correctly and effectively communicate with our customers, they will find other options. This is a great module to get your staff to understand and appreciate the ART of communication. There is also a communication test for each participant to complete which will show you their strengths and weaknesses in this area.
#5: Exceeding Expectations
There are 6 non-negotiables that customers / clients are looking for. Unless we know what they are, how can we meet their needs? Your staff will love this module as they can apply each of the 6 in everyday situations. This is all about showing your staff where they need to take deliberate action... every day.
Full Program
Refresher Program
There is also a smaller version of the program available for those just wanting their staff to brush up on their skills and is also perfect for any business who has casual staff.
The Refresher Program has just 2 modules and is perfect for the seasoned Customer Service staff member to complete so they are current and up to speed with what their customers / clients are looking for with regards to service.
#1: Who is My Customer?
This module is all about understanding the needs of the customer today. Unless your staff understand what customers are looking for, how can they meet those needs?
#2: Exceeding Expectations
There are 6 non-negotiables that customers / clients are looking for. Unless we know what they are, how can we meet their needs? Your staff will love this module as they can apply each of the 6 in everyday situations. This is all about showing your staff where they need to take deliberate action... every day.
Refresher Program
Designed to take the hard work out of training your staff in the areas of Customer Service
It has been predicted that within the next 2 years, customer engagement and experience will overtake price and product as the key brand and buying distinguisher. Those companies who take control over how their customers and clients will experience their business, will be the ones at the forefront of growth.
There is no such thing as a bad investment when you are investing into your staff to create your customers experiences and outcomes. Gone are the days where a business can just rely on their staff to just "be ok" when it comes to customer service.
This program is full of resources and tools that have been proven over many years and creates a BASELINE within the staff and the Customer Service offering of your business.
Your staff are your greatest asset and if they are not trained properly, you could be losing money to your competitors.
This program isn’t based on theory. This is based upon proven methods and procedures that have been implemented into hundreds of businesses.
AS SEEN IN
Would you like in house, face to face training for your staff instead?
CONTACT US to get Justin to come and train your staff personally.
