Enhancing the Customer Experience Training Courses

Duration: 1 Day

Course Objective:

This course is aimed at Managers and Supervisors working in both Residential and Community Care. This course will give delegates the tools and techniques to strive to increase privately funded care packages, and improve occupancy rates. It focuses on the Customer experience from first contact with your organisation to contract agreement and continuing excellent Customer Service to ensure that all potential Customers experience the same level of service and standards. This will ensure that your organisation sets itself apart from your competitors by having an ‘Excellent’ Customer journey that enhances your reputation

Course Contents:

There are a number of critical elements that need to be considered to build the process for future privately funded Customers. The following areas will be discussed throughout the training day:

• The Proposition – The Customer offer – What are the services/facilities offered in your home – Why should I spend my money with you, what makes your company so special?
•  The People – Ensure that dedicated and trained staff within your homes are provided with the tools and training to deliver the Enhanced Customer Journey
• Business Development – Tools for analysing the local competitor market which will feed into pricing and pay decision
•  Marketing – Looking at potential localised marketing opportunities from print to multi mediaSales – The art of selling (Promoting), overcoming objections and barriers, dealing with different communication styles and behaviours

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