If you can retain long term customers rather than constantly replacing them with new clients, then it can increase your profit by over 50%.
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.
Excellent coach who understood my sector
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.
Valuable time out
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.
Defining my USP
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.
A gifted coach with practical experience
I worked with Rob to help with the direction, structure and development of my agency. He helped me to define exactly what I wanted from the agency and how I wanted it to evolve. He helped me to develop a vision, strategy and practical plan to build the agency in a way that I wanted - that matched my personal situation and aspirations.
Rob understands how agencies work through his own experience and this really differentiates him from other consultants and coaches.
1. Benefits of customer service
2. Why should I provide great customer service?
3. The key to great customer service
Understanding your customers
4. Defining customer personas
5. Step by step guide to creating your customer personas
6. How to use your customer personas
Connecting with your customer - providing the appropriate levels of service
7. Your market position and service levels
8. Standards & Extras
9. How your customer evaluates your service levels
10. GROW Questioning Model
Dealing with difficult customers
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
Giving difficult feedback
16. Giving difficult feedback
17. Feedback stages of acceptance
18. Active listening
Wrap up and next steps
When does the course start and finish?
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 long do I have access to the course?
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.
What if I am unhappy with the course?
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.