Manage a network of outlets

Manage a network of outlets

Duration : 2 days
Public : Directors and assistants of sales outlets, traders

Goals

  • Analyse your customer service process from end to end.
  • Make a 360° map of your organisation’s touchpoints.
  • Identify which customer touchpoints are working and those that are not.
  • Identify what processes and touchpoints can be improved to add value to your customers' experience.
  • Use a variety of techniques to develop a customer-focused culture.
  • Use a proven best practice approach making change happen when managing customer complaints.

Teaching methods

This course is full of best practice tips and techniques that will enable your organisation to develop a customer-centric customer service process at every touchpoint.

Program

The Customer Service Process

  • Mapping the process end to end
  • The customers’ experience
  • Identifying ‘value add’ steps

A 360° View of Your Organisation

  • Product, process and value
  • Customer experience life cycle
  • Developing the seven steps of the life cycle

Touchpoint Management

  • Customers’ needs, levers and values
  • Measuring results
  • Cause and effect of poor results

Understanding Customer Expectations

  • ‘Right first time’
  • Adding value
  • Motivating loyalty and advocacy

Developing a Customer-focused Culture

  • Aligning people, processes and systems
  • Thinking like a customer
  • Deliver bad news fast

Improving Customers’ Experience

  • Why customers complain
  • Managing difficult situations
  • Saying no but retaining customer loyalty

Personal Application Plan

  • Planning for change
  • Using the ‘blueprint’ for success