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Know Your Customer

The ability to understand your customer is essential for every successful business to enable it to grow. This inspirational and interactive course gives you the skills, tips and knowledge to ensure you genuinely know what your customer wants and needs and how to deliver it so that they become your best ambassadors.

CPD Value 5.5 Hours

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Learning Objectives

  • Understand precisely who your customer is, and the best ways to ensure you know exactly what they want and require from your organisation.
  • How to build a successful rapport with new or existing clients and how to ensure they remain loyal.
  • The three essential skills you need to genuinely know your customer.
  • Look at successful companies who really know their customers and see how they have grown through self-development and consistency.
  • Questionnaires, feedback forms and social media. What works best in establishing what your customer really wants.
  • Develop a practical and inspirational action plan to transform your business by really getting to know your customer.

Course Content

9.30 – 10.00: Coffee and Intro.  How well do you know your business?
10.00 – 10.30: Let’s profile our existing customers. Who are they, where do they come from and what do you think they want?
10.30 – 11.15: What are our competitors doing? What can we learn?
11.15 – 11.30: Coffee break
11.30 – 12.15: Communication skills with our customers. How do we find out their needs?
12.15 – 12.45: Effective questioning techniques. Three essential skills of knowing the customer. Questioning, Listening, Action.
12.45 – 13.45: Lunch
13.45 – 14.45: Developing feedback forms that your customers will actually want to complete. Acting on feedback.
14.45 – 15.45: Case studies.  Look what others have achieved.
15.45 – 16.45: Developing an Action Plan for changes you can make to increase customer satisfaction by really knowing your customer.
16:45 – 17:00 Summary and Action Plan agreed

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