Customer Care as a Profit Source Course Details Venue: Emlyn Arms Hotel, Newcastle Emlyn Date: 31/03/2011 Duration Time: 10.30am - 4.00pm Available Places: Lunch Provided: Yes Training Provider Marianne Pettifor Tourist Association Fees Members £25 Non Members £35 Cheques Payable to Gallu This course is heavily subsidised by Gallu and has a commercial cost of approximately: £100 In order to stay competitive in today''s global economy, more and more businesses realize that their Customer Care must be treated as a Profit Center, as opposed to traditional thinking of it as a Cost Center. By enabling the superior Customer Experience, businesses realize the full potential in Customer''s Loyalty, Brand Name Recognition and Customer Retention, all leading to an increase in profits. This workshop is designed to provide you with a set of tools that allow you to foster a customer care as a profit source culture into your organisation. Communication will be the mainstay of the workshop as well as benchmarking and loyalty. Loyal customers are well worth nurturing. They buy more, more regularly and the cost of selling to them is almost nil, whereas finding new customers is an expensive business. The workshop will cover the needs of the business, the needs of the customer and how to meet both needs. The workshop will also develop skills in communication both non verbal and verbal which is the life blood of an organisation. Workshop objective:  To assist delegates in taking a more proactive approach to customers and to introduce a ‘customer care as a profit source culture’ into the business.  To understand how customers, especially challenging ones can be made profitable to the business  To build on delegates’ existing skills, and bring them in line with best practice methods in delivering the service to the customer profitably. Content: Module 1) The organisation and its needs  Meeting the business objectives and projecting the business image  Identifying areas for improvement (internal and external customers needs)  Finding solutions to the areas identified  Action planning for future development Module 2) Communication excellence  Improving communications  Understanding different peoples mind sets and the four types of customers: - Passionate - Disloyal - Loyal - Unique (Challenging)  Building rapport Module 2) The external customer  Setting the service level for the business through a customer care standard/policy: - Does it turn customer needs into standards? - Does it set realistic standards that can be achieved? - Does it relate to internal customers (employees) as well as external customers? - How do we monitor and evaluate success?  Carrying out a customer needs analysis in less than three minutes  Meeting the needs of the customer through needs, wants and desires  Gaining commitment for sales Method:  This is an intensive workshop with interactive exercises in teams, the use of visuals, handouts and input from the facilitator. disclaimer