The Edinburgh Chamber of Commerce boasts one of the most dynamic, diverse and business event calendars in Scotland.

Improving the Customer Experience

Improving the Customer Experience

@ Edinburgh Chamber of Commerce 40 George Street EDINBURGH Midlothian EH2 2LE

3rd March, 2020 09:30-16:30 Training 195.00-250.00
This interactive course focuses on defining the “expectations” that your customers have of you and your organisation, and the different standards of service that they expect. The course covers how the “experience” impacts on you retaining your great customers, and attracting new ones by understanding and improving the customer experience. The content includes:

- Who your customers are
- What makes a good, bad and fantastic experience?
- Why the customer experience is so crucial
- Best practice techniques
- Communication skills and required behaviours to wow your customers
- How to successfully handle complaints and awkward customers
- Cross-selling - the benefits
- Practice of techniques and skills
Who should attend?

This Course is For You If…

- Face-to-face customer contact is a large part of your role,
- You have responsibility for retaining and attracting new customers,
- You want to be able to handle difficult customers with ease and leave them with a positive impression,
- You are ready to Wow your customers
Learning outcomes:
- Learn how to deliver a better, faster service, and increase customer satisfaction
- Learn how to gain repeat business
- Know what customers expect
- Increase your credibility with customers—and your value to your organisation
- Manage stressful situations more effectively
- Recognise the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
Course Director:
Bryan Leslie is an experienced Leadership and Sales Development Trainer, Coach and Consultant. Bryan designs and delivers training courses for the Edinburgh Chamber of Commerce, is an accredited coach and trainer, and qualified in DISC personality and PIAV personal motivator profiling.

His main areas of expertise are:

- Building confidence to take the action that is needed to grow and develop your business
- Growing leadership and management skills throughout organisations
- Facilitating behavioural change through high impact training
- Project and programme management
- Developing high performance teams

Business Comment

Business Comment is the Edinburgh Chamber of Commerce’s bi-monthly magazine. It provides insight on Edinburgh’s vibrant business community, with features on the city’s key sectors, interviews with leading figures and news on new business developments in the capital.
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