Customer Value

In this highly competitive business environment, knowing, winning and retaining customers, both internal as well as external, is the key to an organisation’s competitive edge and business sustainability.

Not only would most companies win by serving their external customers better, but every organisation can also benefit from understanding the concept of internal customers and how this can deliver greater productivity and enhanced job satisfaction.

freshbaked™ corporate’s customer value programme will share with participants how to create value by developing a competitive customer-focused corporate culture by:

learning how to instil change attitudes and behaviour
discovering how customer focus is at the heart of great companies
improving skills in customer relationship management.

freshbaked™ corporate recognise that the ability to handle a variety of customer situations and issues is fundamental to providing effective customer service in business-to-business relationships; organisations need individuals with the right relationship skills to satisfy these demands.

Due to this understanding our customer value programme addresses the following:

relationships with existing customers - how healthy are they; how do we identify how they feel about us?
contrasting successful and difficult customer relationships - what can we learn from successful relationships to improve the difficult ones?
the principles of exceptional customer service - what it takes to provide exceptional customer service.
personal qualities required to build effective customer relationships.
key communication skills.
handling difficult, demanding and complaining customers - understanding a technique to help in these difficult situations.
role of transactional analysis in customer relationship management - what might be happening between the customer and ourselves that causes conflict.
balancing our needs to increase income from customers with improving customer relationships.
the key stages of customer relationship best practice, self-assessment and development areas.

Most efforts to improve the customer experience fall short of what is possible because companies lack an understanding of the full scope of the customer journey or the true customer experience.