Turn Your Customers Into Brand Ambassadors
How to turn your customers into Brand Ambassadors.
Turn Your Customers into Brand Ambassadors’ is a customer retention course which will develop the skills of your call handling teams and build customer loyalty.
This is a 3 step, customer retention course, which will enhance the skills of your call handling teams and Team Leaders and ensure you keep your customers.
Customers’ expectations are continually increasing and therefore ‘GOOD’ Service just isn’t ‘GOOD’ enough! Customers want service excellence.
This Programme can be delivered virtually, via half day sessions.
About The Trainer
This Brand Ambsassador programme (tailored to your company) is delivered by multi award winning Service Excellence Trainer Jacqui Turner. For 2 consecutive years Turner Corner led by Jacqui, has been awarded Best Customer Service Training Provider. She has also been named within the Top 15 Global CX Influencers in 2024.
With 30 years experience within customer service centres and 28 years Training & Coaching experience, your training needs are in very safe hands.
There is also an option to include Real-Play activities where attendees will have the opportunity to practise applying their skills with our associate trainer and trained actor Andy. Although there is an additional cost for this option to be added, it will add so much value to your team and is far more effective than role-play!
A Brand Ambassador
Being a Brand Ambassador requires a deep loyalty, which is based on an emotional connection.
We all know that it costs 5 times more to win a new customer than keep an existing one.
But, what if your existing customers were Brand Ambassadors, who proactively write great online reviews about your business and recommend your services to their friends and family?
All of which is free marketing for your brand.
Turn Your Customers into Brand Ambassadors Steps
Step 1 of the programme focuses on coaching skills for team leaders and managers, by placing them in a strong position to support their team members who will be going through Steps 2 & 3.
Why is coaching important?
Training on its own will have a limited ability to help employees embed their new skills, as most of our daily actions are driven by our subconscious brain, where habits are formed.
Habits cannot be changed in 1 day, when they may have been formed over many years.
Therefore it is crucial that after any training course, managers have the skills to confidently coach team members to agree next steps and support individuals through the weeks ahead.
Step 2 is designed to equip Call Handlers, with the skills to deliver a memorable and effortless service, take ownership, handle difficult conversations and build strong relationships with customers.
It can be delivered as a 1 or 2 day course, dependent on employees’ needs.
Step 3 Will equip teams with the skills to manage daily pressures and negative emotions effectively. So, they do not have an adverse effect on service delivery.
Delivery & Support
The programme is ideally delivered over a 2 or 3 month period, which enables employees to embed their new skills over a period of a minimum of 4 weeks, before they attend the next session.
However, we will work with your business to agree the time frame which works best for you.
Your investment, will make a measurable difference to the service provided by all employees, and not only increase customer retention and satisfaction scores; but also help to attract more customers.
We use GiraffePad to engage with attendees prior to and post training. This will ensure that your employees will feel fully supported throughout the timeframe of the programme, and for as long as they want to get in touch, after delivery has been completed.
We also use the GiraffePad platform to upload useful resources that your employees can use to help embed their new skills.
Mentimeter
We also use Mentimeter.com during sessions in order to create an environment, where everyone has an opportunity to participate and engage in discussions; particularly if individuals lack confidence within a group setting.
Attendees use their mobiles, to access questions and quizzes to provide anonymous responses.
These then appear on screen for all to view and discuss. Attendees and managers can then be sent all response slides, which are downloaded as a pdf.
This approach has proved to be a very useful resource for senior managers to gain a good understanding of employee knowledge levels.
Attendee feedback from sessions in which we have used Mentimeter, has been fantastic. Everyone has felt engaged and included in all discussions.
Turn Your Customers Into Brand Ambassadors course outline
STEP 1 – Coaching Skills
- Explore the key principles and benefits of coaching.
- Create a Plan-Do-Review Coaching best practise guide.
- Practise the use of a coaching model to structure a performance-based, coaching conversation.
- Develop the use of coaching tools such as a Performance Wheel to enhance performance discussions.
- Learn how to coach team members who have limiting/negative beliefs and help them achieve smarter and better outcomes.
- Explore techniques to coach individuals who ‘feel stuck’ or lack motivation.Ways to improve active listening skills and build greater understanding and trust.
- How to deliver effective and constructive feedback, which will be positively received .
STEP 2 – Call Handling Skills
- Explore who your customers are and why it’s important to understand the needs of your internal and external customers.
- Explore the 6 Key Components of a Customer-Centric Company and recognise ways to improve each ‘Moment of Truth’.
- The importance of effective teamwork, accountability and taking ownership.
- The difference between customers’ wants and needs and working with your customers to manage expectations
- Learn how to respond in a solutions-focused way. Delegates will learn the Turner Corner OPT-IN steps to effectively negotiate solutions with customers.
- Agree an effective approach to place customers on hold and when and how to transfer calls.
- Develop empathic listening skills, by recognising internal & external barriers. & steps to overcome them.
- Using effective questions to accurately identify customer needs with the aim of a first-time resolution.
- How to avoid 6 Customer ‘Bug-Bears’ during the structure of a call, and respond in a customer-focused manner.
- Analyse words and phrases that should be avoided and agree responses that customers do want to hear.
- How to deliver ‘Bad News’ such as saying ‘No’ and still demonstrate service excellence.
- Identify the ‘hot’ buttons of language and turn confrontation into customer delight.
- Recognise the key factors that can result in a complaint and agree ways to minimise them.
- Assess the benefits of customer complaints and recognise why they are a ‘GIFT’
- Complaint Handling – Explore techniques, including the ‘LAST’ Model, to handle difficult customer conversations with confidence, empathy and a solutions-focused mind-set.
- Practise techniques to effectively manager anger and verbal aggression
- How to adapt your communication style and build stronger rapport with different personality types. (Social Styles theory).
- Create a positive and lasting impression which leaves your customers feeling valued.
- Identify steps to reduce repeat contacts.
- Agree ways to maintain a positive, ongoing relationship with your customers which builds loyalty
STEP 3 – Emotional Intelligence
- Develop your knowledge of Emotional Intelligence and explore the link between EI and performance.
- Learn how thoughts and beliefs affect behaviour and actions in the workplace.
- Change your perception – understanding the part ‘perception’ plays in determining our actions.
- Explore your ability to perceive emotions in others.
- Develop your emotional intelligence vocabulary and understand the benefits.
- Develop your emotional self-awareness to understand your own emotional needs and the needs of others i.e. colleagues and customers.
- Learn how to effectively support colleagues and customers who experience negative emotions.
- Identify your own emotional triggers and explore positive next steps to avoid a future reactive action.
- Explore techniques to manage emotions effectively, including the ‘Re-framing’ technique.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
