Name

Duration

Outcomes

Participants

Description

Lifetime Value  of the Customer

½ day

10-20 people

At the end of this workshop participants will be able to:

1.        Appreciate the potential long-term consequences of customer satisfaction and retention

2.        Understand the components to include to build a meaningful customer lifetime value calculator

3.        Begin to evaluate opportunities and approaches to  customer relationship strategies   

·         Managers and staff responsible for product/service quality

·         People responsible for marketing strategies

·         Discussion and group activity

Customer-Focused Questioning

Workshop

½ day

6-20 people

By the end of this module, each participant will be able to:

1.        Describe the important role that customer-focused questioning skills play in your contribution to your organization’s growth and development.

2.        Explain the difference between open and closed questions and when to use each type.

3.        Use the “WHAT” customer-focused questioning model to draw out required information, identify needs, increase Customer Value and support positive relationships with others.

·         People who interface with external customers

·         People who interface with internal customers

·         Executives, Managers, Supervisors and Team Leaders interested in communicating effectively

·         Includes practice sessions and discussion

·         Includes the development and review of a personal action plan 

Customer –Focused

Listening

Workshop

½ day

6-10 people

At the end of this workshop participants will be able to:

1. Describe how good customer-focused listening skills enhance Customer Value by strengthening the communication experience.
2. Identify barriers to active listening and strategies to overcome them.
3. Use the EARS customer-focused active listening model to enhance understanding of communication.
4. Understand how to listen for the emotional content of a message.
5. Provide clear messages and verify the recipient‘s understanding using the feedback loop.

·         People who interface with internal and external customers

·         A mix of presentations and experiential learning

Telephone Excellence

Workshop

½ day

6-20 people

By the end of this module, each participant will be able to:

1.        Apply the 10 principals of telephone excellence

2.        Increase customer value

3.        Demonstrate basic telephone skills and techniques

·         People who are B2B representatives

·         People who are B2C representatives

·         Interactive workshop involves individual and group processes