Understanding Value from the Customers Prospective

8 hours

Importance of adding value

• Exercise: What are main customer’s complaints?
• Exercise: Why does anybody care about adding customer value?

Definition of value from the customer prospective

• Exercise: What does value mean to you?

Defining your customers

• Exercise: Who is your customer?

Areas of focus for improving customer value

• Customer processes
• Employee commitment
• Customer dialog

The 10 dimensions of customer value

Internal Customers
Video: An Invisible Man Meets The Mummy
Exercise: Eight Steps to improve value to internal customers

Handling Customer Problems
Exercise: Using the SERV principle

Dealing with Different Types of Customers
Impatient, Confused, Frightened, Insulted, Perfect
Exercise: Role Play- Identify and react to different customers

Dealing with Angry Customers
Exercise: The Service Recovery Process

Building Rapport with Customers
Understanding Customer behavioral and perceptual styles
Exercise: Identifying and reacting to customer styles

Exercise: Personal Action Plan to Add Value for Customers