Customer connection
A smile, a request anticipated, a question answered, being left alone, a sensitive reminder, a heartfelt greeting, receiving more than was asked for, being remembered. These are a few of our customers’ favourite things.
They’re easy to do, if our mind is in the right place. This workout gets us thinking and acting ‘customer’ by, for example:
- Seeing the world through our customer’s eyes.
- Making sure the buck stops with us in sorting out problems.
- Asking questions that unearth what’s really on our customer’s mind.
- Caring enough to do the small things which make a big difference.
In 90 minutes you will have
- Tried out well-tested techniques to build warmth and trust in moments.
- Found out neat ways to make your customers leave feeling impressed with the service and eager to recommend you to others.
- Practised turning around tricky or upset customers.
- Discovered ways to deepen the relationship and win our customers’ long term love and respect.