If this is a challenge for you then this course is a must for you and your staff. It doesn’t contain hours of needless video content but everything you and your team need to know to build a trusted and sustained relationship with customers from improving your listening skills to questioning techniques that enable you to get to the heart of the issue as quickly as possible. I will show you how to build empathy (not sympathy) with your customers and provide you with tools and techniques for dealing with challenging customers.
The course contains many downloadable tools and templates that you can use to support you in delivering exceptional customer service resulting in increased sales and long term relationships.
I went to Rob for coaching to help me decide which direction to take my business in. Rob applied a structured approach that enabled me to determine the best areas to focus on and the types of clients I should pursue. His advice was practical and easy to implement and he was a pleasure to work with. He was also an excellent sounding board when I had difficult decisions to make. I particularly valued the fact that he had previous experience in my sector. I have recommended Rob to friends and will continue to do so.
Sometimes you need to take time out in a structured way to think about your business. It is very easy to get sucked into the day to day running and not have enough thinking time. By working with Rob, not only did we have that time, but it was structured and focused. Rob introduced us to useful models and approaches and helped us to think about how to shape the business.
As an established independent consultant, I was starting to get a seven-year itch. I wanted a clearer idea of where I was taking my business and I was struggling to articulate a vision for myself. That's when I came to Rob. He was invaluable. He made me consider my options and explore each in detail. It quickly became apparent which I was most passionate about. From there, he helped me clarify it in a meaningful way - so it would motivate my target market, and so it would be profitable. My new proposition has been a huge success and has led to fascinating new work with new clients. Rob has been a big part of making this happen.
I worked with Rob to help with the direction, structure and development of my communications agency. Rob helped me to define exactly what I wanted from the agency and how I wanted it to evolve. He helped me to focus in on the actual issues I was experiencing rather than my perception of the issues. Rob helped me to develop a strategy to overcome these issues and put a plan in place to build the agency in a way that i wanted to work, rather than focus on what was expected of an agency. Since working with Rob I've managed to implement the majority of the steps that he recommended and i now have a structure and process that not only works for me and my family, but has helped me to bring in a team to suit that way of working and clients that appreciate our strengths. I'm also much better at turning work down and focusing on clients that fit our ethos. This is not a natural process for an agency owner, but it is hugely beneficial for both team satisfaction and turnover. I recommend Rob highly, he understands how agencies work through his own experience and he bases his consultancy on what works for the person as well as the business.
1. Benefits of customer service
2. Why should I provide great customer service?
3. The key to great customer service
4. Defining customer personas
5. Step by step guide to creating your customer personas
6. How to use your customer personas
7. Your market position and service levels
8. Standards & Extras
9. How your customer evaluates your service levels
10. GROW Questioning Model
11. Empathy vs Sympathy
12. 8 Steps to dealing with challenging clients
13. Dealing with an angry customer
14. Example of poor customer service
15. Example of good customer service
16. Giving difficult feedback
17. Feedback stages of acceptance
18. Active listening
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.
Are we a good fit to work together?