Who Cares Wins - a full day practical workshop for front line staff

'Who Cares Wins' is a highly acclaimed certified full day interactive seminar that shows you how to put the WOW into YOUR customer service – with immediate effect. Turning customer care - expected into customer care - exceptional



Check back for new open course dates in East Midlands and South Yorkshire. Ask about running this course on your own premises

This fast paced, highly interactive – but without any embarrassing role play – is aimed at everyone who deals with customers in the front line and is based on 35 years developing customer service at the ‘rock face’

No text book stuff here – just practical sleeves rolled up best practise guidance and techniques – that is proven to work

Here's why this business skill coaching is ESSENTIAL for any Organisation - no matter how BIG or SMALL

It’s the people in any Organisation that make the difference. Products come and go but loyal customers are the lifeblood of any business. Without a doubt. Yes, we may have a customer service policy in place and yes we may have an official complaints department but that all counts for nothing if the customer feels that they are simply part of a ‘sausage machine’ and the front line staff are just going through the motions.

Customer loyalty – if there is such a thing (discuss) is what this master class workshop is all about. It’s about putting people first and that means ensuring your front line staff are empowered to react immediately to the customer’s needs







In this workshop, we see examples from around the world (and around the corner) where this is second nature. A major USA department store with an exchange policy second to none, a family run supermarket where the customers dictate what they stock – and what they don’t and numerous other tested ideas and tips that transform expected customer service into exceeding customer service.

We are not talking about radical transformation here, just small ways front line staff can seriously influence whether the customer comes back and - more importantly - recommends you to others.

This workshop is all about ‘cross dressing’ In other words putting yourself in the customer’s shoes. How do you like to be treated as a customer, what are the things that irritate you about so called customer service and what would encourage you to recommend a product or Organisation to others?

Exactly the same things that concern your customers. We will look at the way front line staff communicate with customers, the language they use. For example, ‘no worries’ may be OK in a computer games store but you would not expect to hear it in a top class hotel would you? On the phone ‘we find it works best if you ….’ Sounds a lot better than ‘you need to’ and why do so many Organisations go out of their way to irritate telephone callers with long unintelligible introductions or a screening process that borders on interrogation?

Why is all this so important? Simple. The Internet enables comments about poor service to be transmitted speedily around the globe and in the case of social messaging such as Twitter in an instant. 

This means, in many cases, potential customers find out about your service (or lack of it) before you do. Not good. We will have a look at examples where this has resulted in a PR nightmare for the Company including a disgruntled Land Rover owner who produced a Blog when the Company failed to respond to his concerns. It attracted many hundreds of similarly disgruntled owners.

This master class is tailor made for front line staff (we have another one for Managers) - the most important people in your Organisation (after all, they’re the ones that generate the business revenue).

So what do we mean by customer care?

Customer care exists only in the mind of the customer.  If the customer is not satisfied with the service they have received, then that service was as expected. This is the single most important truth about customer care.  It does not matter what you think, as the service provider.  It does not matter how hard you have try, or how much you do. The only judgement that counts is that of the customer.

The second most important truth about customer care is that good customer care must come as a surprise.  If the customers get what they are expecting, they will not be impressed.  After all, they expected to get that.  Of course, if they get less than they expect they will not be impressed with that either.

During the day we will consider:

• What Is Good Customer Care – discover how much it actually costs to attract a new customer
• Who Are Our Customers – both internal and external
• What Are Our Customers' Expectations – How to we know?
• Handling Awkward Situations and People – we give you over 20 do’s and don’ts
• Customer Care and Complaints – there’s a 7 point plan to avoid this
• Communicating Customer Care - including body language