Objectives

• List the typical characteristics & profile traits of a customer
• Know what it feels like to be a customer
• Explain the behaviours required to meet & exceed customer expectation
• Start the design of a personal development action plan

Content

• Workshop Introduction & aims
• The brand & customer profile
• Satisfying customer requirements & brand alignment
• Personal customer experiences
• Outbound call exercise & debrief
• Identification of call development areas within the department
• Personal development planning

Benefits

• Encourages understanding of the customer
• Ensures brand awareness
• Identifies the required behaviours
• Develops customer empathy skills