Maintaining Customer Focus WORKSHOP

Increasing demand for advice services or dealing with complex enquires/cases can impact on efforts to maintain excellent customer focus. This course explores the theories that underpin customer relations and the practical strategies for maintaining customer focus in any situation.

Group training (5-18 staff): Commercial rate £955; Standard / Concessionary £890 + plus trainer’s expenses + VAT

Workshop contains

  • Overview and discussion of differences between job title and responsibilities
  • Defining and preventing unhelpful behaviour ‘triggers’
  • Methods for addressing clients’ needs
  • How to develop rapport with clients
  • Apply Egan’s model of a structured conversation
  • Use the GROW model (Goal, Reality, Options, Will) to get to an agreement
  • Strategies for defusing anger
  • Exercises on implementing the principles of influence
  • Guidelines for telling clients what they don’t want to hear

Learning outcomes

After attending this training you will be able to:

  • Distinguish between their job role vs their purpose
  • Challenge their unconscious biases
  • Address the 7 Client Basic Needs
  • Utilise the 3 stages of a focused conversation
  • Implement a coaching approach to get to an agreement
  • Remain assertive during difficult conversations
  • Practice the 6 Principles of Influence
  • Utilise strategies for building rapport
  • Break bad news to customers without damaging the relationship.
  • Suitable for

    Customer-facing staff members and managers and anyone who would like to achieve better results in engaging with and supporting clients.

    Meet the trainer

    Mark Willis commenced delivering skills and professional development courses for Shelter in 2007 and has a wealth of training design and delivery experience, spanning over 25 years, both within the Public and Private sector. A qualified learning and development consultant holding the Certificate in Training Practice (CITP) and Trainer Assessment Programme (TAP) qualifications, Mark utilises industry best practice in his design and delivery for Shelter clients. He is an Associate of the Chartered Institute of Personnel and Development.

    Mark is a passionate and enthusiastic trainer and facilitator who uses interactive training and facilitation activities to ensure learners participate and engage in their learning experience. Mark utilises TAP methodology principles ensuring a blended approach to delivery that puts the learner at the heart of each workshop he delivers.

    CPD hours 0