Customer Focus: the Competitive Edge

Customers are the lifeblood of any organisation. Retaining them and leveraging their loyalty increases business and ensures a positive image of the organisation. To do this, organisations must deliver consistent, excellent service to every customer.

This workshop builds understanding of what it means to have a customer focus. It explores some key concepts that assist people to work confidently with customers in a range of situations to boost customer loyalty and manage their own reactions and stress levels.

In this session we will explore:

• What it means to have a customer focus – internally and externally
• Interpersonal skills including active listening and questioning techniques
• Techniques for managing challenging situations and interactions with customers
• Engaging with customers and discovering opportunities to add value
• Strategies for problem solving to meet the customers needs