Sir Benfro

Understand and exceed your customers needs

Course Details
Venue:	Aberavon Beach Hotel
Date:	20/10/2010
Duration Time:	10.30 - 4.00
Available Places:	12
Training Provider	Marianne Pettifor
Tourist Association Fees
Members	£25
Non Members	£35
Cheques Payable to	Gallu
Far too often, we think we know what our customers think and want in the absence of quality customer feedback. It is impossible to exceed your customer’s expectations and increase the chances of them returning without this feedback. There should be few activities as important as finding out what your customers want from products and services and finding out what they think of yours. Fortunately, there are practical methods that businesses can use to encourage feedback from their customers both verbally and with the use of the written word. This workshop will address both. A discussion will take place on methods you choose and how you use them will depend on what type of feedback you want from your customers. The people in your business are a living extension of your brand and this workshop will ensure that you have the skills to bring the brand values to life and deliver service excellence to your customers through your people. The workshop will equip attendees with the communication skills to gather feedback, communicate clearly, effectively and concisely so you can highlight the expectations of your customers through behaviour. Customers don''t buy products or services they buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. Now you have identified and anticipated these needs, you are more likely to give your customers exactly what they are expecting effectively as well as emotionally. The workshop will focus on the importance of listening to feedback from your customers and measuring the long term impact of the services you deliver which should be a fundamental part of your business. As is ensuring your business is one that is “easy to do business with” and the quality of the service you provide should at least be the same as your competition if not better as yours will meet their expectations Module 1: Understanding your customers needs  Purpose of customer feedback Identify the objectives for customer feedback  Reinforce objectives Reinforce the objectives in the design of the questions you will ask  Open questions Use open questions at the beginning to build rapport and gather information  Closed questions Use closed questions a the end to gather evidence for improvement  Being effective To ensure the way in which questions are asked are effective review regularly and make necessary changes if required  Service Ensure the customer knows how the feedback they give is going to be used for example if serving the food took too long – are you going to speak to the chef  Systems Is there a best practice system in place to ensure the feedback is acted upon?  Success Thank the customers and keep them informed on the success of their feedback and tell them exactly - How and what you have changed based on their feedback Module 2: Exceeding your customers needs  Turning feedback into customer service standards  Cascading the service standard to all internal customers (everyone involved in delivering the external service to the customers)  Fostering a continuous improvement standard  Evaluating the consistency of improvements  Measuring the success of customer feedback Final thoughts and action plan
Apply

disclaimer