Topics covered include;

• Critical success factors - what customers want from a merchant

• Basic customer segmentation, and perceived value by segment

• Overcoming the fear of "Stranger Danger"

• Defining good and bad service

• Examining current levels of service

• Ways to differentiate through customer service

• Understanding and dealing with different types of customer

• Drivers of customer loyalty

• Communication skills

• Dealing with objections, complaints & difficult situations

• Barriers and assumptions preventing progress

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This course provides delegates with a view  of their business through their customers' eyes, using video mystery shopping clips and examining the gap between what they think they delivered...and what they actually delivered.

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It highlights the value of good customer service and emphasises that it's not all down to "price" by depicting different ways to add value - which consequently enhances branch margin.

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The course is ia great follow up to the "Builders' World" course, and is ideally suited to any customer facing staff (from yard servers to branch managers), and helps delegates understand the customer, the margin opportunities, and themselves better.

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Learning Format: Classroom based or Webinar

Duration: 1 day