Think Customer

Virtual - Login from anywhere

27th January 2025 (1 Day)
9:00 AM - 4:30 PM GMT

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£605 each (exc. VAT) Price

Courses Content
Who Should Attend
Learning Outcomes
Requirements
Preparation

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Think Customer

Overview

Thinking like a customer is a critical element for delivering excellent customer service and building rapport and relationships with our customers. To achieve this, we must combine multiple skills and qualities to gain an understanding of the customers needs, expectations and their perspective.

The Think Customer workshop will expand on key skills, qualities, knowledge and allow discussion around delegates experiences to provide an overview of what should be considered when thinking like a customer.

“Think like a customer.” – Paul Gillin.

Course Content

During this workshop, you will cover:

Customer Service Culture and Service Attitude

Moments of Truth

Managing Customer Expectations – Personal accountability and your responsibilities

Communication skills and competencies

Customer profiles, personas and conditions

Quality and Interaction Management

Who Should Attend

This 1-day course is perfect for front-line IT service and support analysts within a Service Desk environment. It contains everything you need to equip analysts with the knowledge of how to deliver a brilliant customer experience through effective communication techniques, identifying customer conditions and developing interaction management skills.

Outcomes

Practical Workshop Takeaways:

An interaction management resource

A delegate handout containing an overview of the course

A reference guide

Advice and guidance from an experienced service desk and support practitioner

After the workshop delegates will be able to…

Demonstrate a deeper understanding of the customers needs and expectations

Utilise improved communication skills to interact with your customers

Demonstrate a customer-focused mindset

Ensure a continual service improvement focus for customer interactions

Adapt your approach based on the customer condition

Identify customer personas and roles
Critique interactions and identify improvement opportunities

Requirements

This is not a pre-recorded webinar and you will need:

a computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)

microphone/headset

high-speed internet connection

ensure you connect 15 minutes before the session starts and log-in as a guest.

To help with the set-up, please download the  Adobe Quick Start Guide.

Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.