Who is this customer-focused working course intended for?

The course is suitable for anyone who deals with customers regularly in their work. Think of staff in customer service, internal sales, sales, reception, support and account management. Even if you mainly serve internal colleagues as your customers, there is plenty here for you.

How large is the group during the course?

We work in small groups of no more than eight participants. This leaves ample room for personal attention, individual feedback and practising with situations from your own work.

Do I receive a certificate on completion?

Yes, afterwards you will receive a Learnit certificate of participation. You will receive it if you have attended both course days and taken an active part.

Is the programme tailored to my work situation?

Yes. Before the course there is an intake meeting in which you discuss your learning objectives and work situation with the trainer. On that basis we tailor the programme, so that you work specifically on what matters to you.

What is the difference between customer-focused working and being customer-friendly?

Being customer-friendly is about how you treat a customer: politely, courteously, helpfully. Working in a customer-focused way goes a step further. You look into what the customer really needs and adapt your working methods, your communication and your solutions accordingly. Being friendly is one element; working in a customer-focused way is the broader attitude.

How do you deal with a difficult or angry customer?

Start by listening and acknowledging what the customer is experiencing, without immediately becoming defensive. Summarise what you hear, ask clarifying questions and then focus on a workable solution. Stay in control by making clear what is and is not possible. During the course you practise this extensively using situations from your own work.

Why is customer satisfaction important for an organisation?

Satisfied customers stay with you longer, buy again more often and are quicker to recommend you to others. That is cheaper than constantly acquiring new customers. Good customer contact also provides valuable information about what could be improved in your products, services and processes.

What are the most important skills for customer-focused working?

The essence lies in listening carefully, asking follow-up questions, putting yourself in the customer's position and communicating clearly. It is also important to take the initiative, stay in control and be able to present solutions that work for both the customer and your organisation. Recognising different customer types also helps you to adapt your approach.

How do you measure customer satisfaction in practice?

Commonly used methods are the Net Promoter Score (NPS), customer satisfaction surveys after a point of contact and the Customer Effort Score, which measures how much effort a customer had to make. In addition, complaints, compliments and conversations with your customer service team often provide valuable signals that figures do not always capture.

Customer-focused Working and Customer Satisfaction course

Name: Customer-focused working and customer satisfaction
Price: 1250.0 EUR
Availability: InStock
Rating: 8.6 (21 reviews)

Customers expect more than a polite answer. They want to feel that you are listening, thinking along with them and actually sorting something out for them. In this course you work on exactly that attitude and on the skills that go with it.

Description

Customers choose organisations that understand what they need. A personal approach and the right service make the difference between a satisfied customer and a customer who looks elsewhere. That calls for listening carefully, thinking along actively and taking control by presenting feasible solutions.

During this course you practise conversation techniques, learn to recognise different customer types and discover how to create win-win situations. You work on a proactive attitude that connects customer needs with business objectives.

You will go home with practical tools, a personal action plan and more enjoyment in your customer contact, even when things get tense.

Topics

Your personal role and qualities in customer contact
Internal and external customer focus
Communication and conversation techniques
Thinking from the customer's perspective
Recognising customer needs and motivators
Body language and posture
Picking up on subtle signals
Taking the initiative and staying in control
Building a working relationship with the customer
Structuring conversations
Guiding decision-making processes
Presenting solutions clearly
Working with different customer types
Dealing with difficult situations
Do's and don'ts in customer contact
Reflection and personal action plan

Result

After this course you feel more confident in customer contact and you know how to recognise the needs behind a question. You conduct conversations with more structure, steer smoothly towards solutions and stay in control, even when a customer is critical or emotional. You have a personal action plan that you can put to use in your work straight away.

Target audience

This course is suitable for anyone who is regularly in contact with customers at work and wants to take a step forward. Think of staff in customer service, internal sales, reception, sales, support and account management, but also anyone who serves colleagues internally as customers and wants to improve that cooperation.

Teaching method

You work in a small group of no more than eight participants, so there is room for personal attention. Before the course, the trainer discusses your learning objectives in an intake and tailors the programme accordingly.

The course has an active set-up. You practise with realistic situations from your own work, receive feedback from the trainer and the group, and alternate theory with practical exercises. The atmosphere is safe, so you can calmly experiment with new behaviour.

Prior knowledge

You do not need any specific prior knowledge. Work experience in a role involving customer contact will help you apply the material straight away.

In-company

Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.

Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.

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Language

The training is given in Dutch as standard. The trainer has a good command of English. English-language course material can be used. With a minimum enrolment of 3 participants, the training can also be given entirely in English.

Number of days:

2 days

Course times:

from 10 am to 5 pm

Study load:

14 hours

Education level:

This training is suitable for all levels.

Exemptions:

Exemptions do not apply to this course.

Preparation time:

No preparation time applies to this course.

Certificate:

At the end of the course, a certificate is issued as proof of participation.

The best training for you

At Learnit you will always find a course that takes you further. From (technical) IT skills to communication or personal leadership. You can also choose the training format that suits you best: a classroom course, a tailor-made course at your own office, an online course or an e-learning. We have the right course and the right format for everyone. Because learning in the way that suits you best delivers the best results.

Moving forward together

Taking a training course at Learnit means learning together. Together with your experienced trainer, together with your course group or together with your colleagues. And whether you take the training at home, at your office or at one of our training locations, we are always available to help you. To share our knowledge with you in a way that is genuinely useful to you. Getting further together through personal attention and understanding each other well; that is what we believe in.

Apply it directly in your work

Learning theory from a book that you can then hardly use in your work? Not at Learnit! Whichever training you take with us, you can put it to use at your workplace straight away. Because of the unique learning objectives you set together with the trainer at the start of the training. Because of the alternation between theory and (interactive) practical assignments. And by bringing the challenges you face in your daily work along to the training.