Turning Your Customers into Brand Ambassadors
Course Duration: 3 Days
‘Turning Your Customers into Brand Ambassadors’ is a 3 day Customer Experience programme.
Having customers who are loyal to your business and your brand is key to any successful business.
Customers’ expectations are continually increasing and therefore ‘GOOD’ Service just isn’t ‘GOOD’ enough!
Since the introduction of social media, it’s now very easy for customers to share their bad experiences with not just 100 people; it’s now likely to be millions.
Customers will remain loyal to businesses who truly understand their needs, make the customer experience effortless and memorable, take ownership when things go wrong and always seek ways to go above and beyond
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?
So, how do you turn your customers into Brand Ambassadors?
‘Turning Your Customers Into Brand Ambassadors’ is a 3 day Customer Service programme, designed to help you build customer loyalty, increase customer satisfaction and attract more customers with the help of your Brand Ambassadors
Day 1 of the programme focuses on coaching skills for team leaders and managers, placing them in a strong position to support their team members who will be going through Day 2 and 3
Training on it’s 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 when new behaviours are being embedded.
Day 2 is designed to equip Customer Service Advisors with the skills to manage daily pressures and negative emotions effectively so they do not have an adverse effect on service delivery.
Day 3 will enhance employee’s communication skills to be able to build stronger rapport with customers, confidently handle difficult conversations and focus on a first time resolution for customers.
The 3 day programme is ideally delivered over a 2 or 3 month period, enabling 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.
When your employees attend this course and put the skills into practise in the workplace, your customers will experience an effortless service which they will want to tell their friends and family about. Attracting more customers usually happens as a result of customer recommendations, so it makes sense to ensure those recommendations are positive.
Investing in our 3 day programme will make a measurable difference to the service provided by all employees and not only increase customer satisfaction scores but also help to attract more customers.
If this is one of your key business objectives, why not give us a call today, so we can discuss your specific needs.
All out courses are tailored to meet specific client requirements.