Atelier Customer Orientation

We start this journey by first getting a good understanding of who you are and how you can achieve a higher customer centricity through your own profile. We will give you the necessary insights and then, during an online individual debriefing, we reflect further on your personal results.

During the first morning, we do a small refresher on your results and those of the other participants. We look at how you take your first steps in better understanding the customer through communication and personal knowledge and values. In other words, who is the customer? Or rather, who is the guest? Yesterday’s guest ,today’s and especially tomorrow’s. We reflect on how company culture, goals and your personality influence customer centricity.
In the afternoon, we continue with external and internal influences, looking at your personal impact and how you can translate this into reading your customers by going back to the customer’s colours.
Before starting the next module, we ‘ll make time for a conf call mentoring to follow up on your experiences with the customer colours.

During day 2, we look at customer expectations versus customer needs and consider how culture and generations affect this. Once we have mastered this, we will go deeper into (better) connecting with the customer, or is it with the guest? And what is the difference between guest and customer and/or vice versa. We take a closer look at verbal and non-verbal communication and how our behaviour, etiquette and attitude have an impact.

Leading up to the third day, we do a virtual group review where we create a shared learning moment with a number of concrete cases brought in by the participants.

During the third and final day, we dwell on the sales side within customer centricity, during various moments of interaction such as on the phone and by email, and continue with cross-selling and upselling. We will invite a specialist in this area to guide us through the material. During the afternoon, we look at how to measure customer satisfaction and conclude with “the complaint, yes, an opportunity”.

At the conclusion of the training course, we will visit you on the spot for mentoring.

Investment: €1495 per person

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