Customer Engagement

How is it delivered:

2-Day Face-to-face Course
4 x 2-hour Sessions delivering remotely
Content can be streamlined to deliver across a shorter timeframe

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Overview

Everyone in an organisation impacts on customers, both directly and indirectly. The way we interact and engage with internal and external customers is fundamental to the success of any business.

Positive and planned interactions strengthen customer/stakeholder relationships, which positively affects their experience with the business, which in turn builds loyalty and strengthens reputation and results.

Course Aim

Course Objectives

This powerful 2-day programme provides a valuable opportunity to explore the impact participants have on customers and stakeholders. It provides a framework which delivers practical skills, tools and approaches to enable successful customer / stakeholder engagement with a clear understanding of why and how. Participants will gain the essential interpersonal skills that will enable them to add value and increase brand loyalty through developing successful and mutually rewarding relationships.

As a result of this training, participants will:

  • Examine the relationship between ‘service’ and ‘profit’ (or ‘surplus’)
  • Understand the customer journey and ‘touchpoints’ where their work and/or behaviour impacts on the customer experience 
  • Gain practical strategies to increase customer/stakeholder engagement 
  • Be able to apply key customer relationship building skills (i.e. building rapport and establishing needs and expectations)
  • Have a range of techniques to manage expectations and handle tough conversations

Get in touch with Adalta, alternatively you can call us on
0345 021 2356

Adalta Development Ltd
9 Riverside
Waters Meeting Road
Bolton
Lancashire
BL1 8TU

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