Huge Surge in Demand for ‘Winning and Keeping Customers’ Course - October 2008
Unsurprisingly, Matchett is witnessing a surge of requests for training courses related to winning and retaining customers. Many of our customers have existing internal training programmes that are predominantly technical focused, with some general sales skills training.
The result is many of the teams have excellent knowledge of their product or service, but their structure and approach is inconsistent. We have found that by working with the client to consolidate their experience and implement best practice, we can assist them in achieving their business goals.
Increasingly, companies can no longer compete on products or price - their competitors very quickly match these.
New research carried out by SPSS Inc. has revealed customer retention as a top priority for European businesses, as consumers become less brand loyal and more price sensitive. Around a third of businesses cited customer retention as a key concern, compared with just 8 percent who are focusing on acquisition.
The one thing that differentiates a company from its competition is the service it provides to its customers. Your customer-facing staff have a great responsibility to get it right first time!
Matchett offer a range of customer service and sales skills courses. Through consultation with the client, we tailor our courses to achieve their specific objectives.
Our current, most popular one-day course is our ‘Winning and Keeping Customers’ course. We cover the core aspects of customer care, helping employees from across the organisation to appreciate the impact they have on customer service. The workshop focuses on the skills and techniques that will help improve relationship management.
Following our programmes, clients are reporting their people are able to:
- identify core customer care principles
- enhance personal communication techniques
- explore and practise relationship building skills
- learn how to manage difficult situations
- generate ideas on how they can make a difference to the customers
This workshop is for employees who interface with customers and who want to enhance their relationship-building skills. It will also provide managers and team leaders with examples of best practice in customer service.
Throughout this practical course, we encourage participants to share ideas and experiences and generate ways to improve customer service in their organisation. There are combinations of formal input and group work to identify customer service principles and practical sessions to enable participants to practise skills in a safe environment.
If you’re interested in this course or having a tailor-made course in this subject area designed for you, contact us now.
