Thank you and congratulations.
You’re now ready to deliver your own in house programme to create your own “Ambassadors of Customer Experience”
….to wow your customers and get them talking about you”
Your folder containing each of the modules, trainer’s guidance notes and slides will be on it’s way to you very shortly. But whilst you’re waiting for that to arrive you have immediate access to all the materials so you can get started right away.
There are 23 files in total to download. I recommend you set up a separate folder and download and store all your files in one place.
A duplicate of this information has also been sent to you by email, so you will have the files to refer back to if you can’t download them all right now. Please check you have received this before clicking away from this page. If not, please check your spam folder.
Trainers’ notes and additional reading
1 Outline programme
2 Introduction to the workshop
3 Training tips
4 Ice breakers and energisers
5 Great customer service
6 Increasing sales
Self assessment questionnaire
Sample customer expectations exercise
Role Play Brief 1
Upselling scenario sample briefs
Upselling scenario observer sample briefs
Upselling: Spotting opportunities sample exercise
Difficult customer handout
Complaint handling role play exercise
Good luck with your training, and please do let me know how you get on, or if you have any suggestions.