Improving Sales Through Service

A PRACTICAL LEARNING JOURNEY TO ENABLE YOU TO LINK THE PROCESSES OF SERVICE AND SELLING IN ORDER TO SUPPORT CUSTOMERS IN ACHIEVING THEIR MISSION, AND PROVIDING A UNIQUE EXPERIENCE.

Consumers have more influence and access to product information and access than ever before. They don’t need to rely on a business to give them information about a product or service, they can find out anything and everything they need to know by simply researching online.

Earning your customers’ trust comes from consistently providing excellent customer service. That means putting your customers’ needs first, and recognising that it’s easy to be nice to customers when they’re happy with your company, but the real test is when they need something that falls outside your scope of support.

Out Of The Box Learning Delivery Level

INTERACTIVE

Online learning, gamification, app based journeys, video content, webinars.

EXPERIENTIAL

Virtual and in person, task based, facilitated, practise with actors and coaches.

IMMERSIVE

Fully playable case studies and stories, with set builds, actor led storylines, and external assessment and feedback.

Create your own Alchemist Blend

Bring your learning experience to life by adding some extra elements.

Our delivery experts can help you customise this Alchemist Learning Journey into a Highly Immersive Virtual Event or into a real play practical or immersive experience. By adding some additional elements, you can make your event even more memorable and engaging. So don’t hesitate to speak to our delivery experts about customising this journey into something truly special.

WHAT DOES ALCHEMIST Customer experience EXCELLENCE LOOK LIKE?

Customer Experience (CX) Development isn’t just for the board or those in the operations teams, but for every person in your organisation so they can understand the importance and impact they can have on the customer experience.

Ensuring CX is taken seriously shows the whole team how their role can positively impact the customer, the organisation and essentially, the bottom line.

Programme Summary

This programme is designed to create an understanding of the importance of experience, and an awareness of the journey a customer takes when they interact with your business for a product or service.

Building some practical communication skills in order to surface and meet needs, the programme also delves deeper into the world of your customer and how to make moments of magic that inspire loyalty.

Who Is It For

Managers

Leaders

What Will People Learn?

Onboarding
What customers want
What sales 'animal' are you?
'In the driving seat'
What’s my communication style
Making the sale
Understanding and rapport
Building loyalty
Closing the sale
Magic moments

KEY OUTCOMES

Learners will be engaged in the process of redefining and owning great customer service. Learners will grow an understanding of customers as individuals with unique needs and challenges and develop skills to adapt to these. Learners will have had theory and practise in service and selling basics, such as asking great questions and listening with intent. Learners will be able to link the processes of service and selling in order to support customers in achieving their mission, and providing a unique experience.

Diagnostic Options

UNDERSTANDING YOUR BUSINESS
Working with a steering group we will hold structured learning conversations to understand the challenges and opportunities you are working with.

MYSTERY SHOPPING AND NPS

CUSTOMER JOURNEY MAPPING
Map the journey a customer takes when they interact with your business. Here we identify the touchpoints that make the difference in converting a sale.