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Edeal

McCrudden Training

Eastbourne & District Chamber of Commerce

Workshop TitleAnticipating the needs of your customers (First Service)

Summary of the overall aims of the course

It’s one thing to meet a customer’s needs when you’re asked, but quite different to anticipate and meet a need before a customer voices it, or even recognises it themselves.

This short course will introduce you to the idea of treating clients as individuals and of anticipatory service as a means to impress your clients with excellent customer service and engender their loyalty.

Course objectives

At the end of the course delegates will be able to:

  • identify and implement techniques to help you see your organisations through the eyes of your customers
  • follow a 5 step process to make each individual customer feel important
  • describe customer cues that will enable you to anticipate a service need
  • add value to the customer experience by identifying and offering complementary services and products

Target audience

If you work in a front line setting with customers and you want to excel in customer service, then this course is for you. It’s most appropriate if you provide face-to-face customer service, but several of the principles apply to customer service on the telephone.

There is no need for you to have any experience or formal training in customer service to attend this course. It’s suitable for you if your new to a customer service role, as well as if you have experience but have never explored anticipatory service skills.

Notes

This course is part of the First Service, customer service training programme. First Service is a bespoke customer service training programme built around the needs expressed by Eastbourne Businesses.

To achieve a First Service Award, you must successfully complete 6 hours of training from McCrudden Training’s customer service portfolio.

At the end of the course your learning will be assessed by a short internally developed test.

Duration

3 hours

Min / Max no. of delegates

6-12

Assessment Method

At the end of the course your learning will be assessed by a short internally developed test.

Tutor

Price

Delegate rate for Edeal clients and Chamber Members £99