All aspects of a memorable customer experience will be discussed starting with the conscious body language of a customer meeting, to learning how to both cross-sell and up-sell, to the tools and methods for handling and transforming challenging customer behaviors to loyal ones. Focus on day two will be on understanding and using Expanding Understanding’s Service-Solution Cycle to effectively and completely resolve problems and challenges. To encourage maximum learning, each participant is encouraged to bring both a current customer and internal challenge with them to practically work on and solve during the workshop.
The Course leader will act as a coach or catalyst to stimulate each participant’s curiosity and encourage them to practice and evaluate each new method presented. The coach will also empower each participant to coach other workshop colleagues so that they not only learn, but actively use the tools in real-time on others in similar situations. This teaching method consistently delivers easily measured results plus a level of team-work and team-spirit not often seen in modern workplaces.