Want to create a customer centric culture in the next year?
Here's a really powerful blended learning solution set to change
housing culture from the inside out!
Designed to help your Brand Ambassadors enhance your customers’ experience AND increase employee engagement on your frontline
The business world was steadily moving towards a more flexible way of working when the global pandemic hit in 2020. In 18 months that all changed.
Microsoft Teams and Zoom are now firm household names and organisations, just like yours, are coming to terms with the ‘new normal’ and embracing the opportunities it presents.
This planet-shaking event has also encouraged organisations to look inwards, many now focusing on improving their company culture in order to become more customer centric.
To address this challenge, specifically within the Housing Sector, First Impression Training have designed, built & developed a unique and wholly Blended Learning Programme: Caring for Customers – From the Inside Out.
Read on to find out more.
Who is this programme for?
This programme is for YOU!
If you’ve made your way to this page then it’s probably because you recognise the unique opportunity you have at this time, to really SHOW UP & STAND OUT from other organisations in your sector, as we all begin our transition into this new World of Work (WOW!)
Well, here at Team FIT, we can help you achieve EXACTLY THAT!
We are passionate about developing YOUR people, in order to enhance your customers’ experience – and this fully blended CX learning & development programme is not only a great route to improving customer perception of your service, it’s designed to create an entire culture shift – from the inside out!
To get, and stay, ahead in your sector you not only need to win the hearts & minds of your Brand Ambassadors delivering the service, you need your whole organisation on board with culture change AND you all need to be on the same page!
That’s why we’ve created this programme to FIT with any company within the Housing Sector who wants to:
* Enhance their Customers’ Experience
* Increase employee engagement on their frontline
* Improve operational efficiency in order to reduce costs and increase revenues
Whether your team is large or small; office-based, hybrid or working solely from home, we’ll give you all the tools you & your people need to make your business a world-class deliverer of Customer Service in today’s ‘new normal’.
What will you gain?
- A customer service toolkit of tips, techniques & skills to WOW your customers each and every time – whether that’s in a virtual or actual face-to-face setting; over the telephone or through any digital channel
- Highly practical, delegate-centred and interactive content, easily accessible via our intuitive online platform
- Personal Action Planning that encourages delegates to reflect on their key learns & insights from that week’s module, ensuring ideas are being IMPLEMENTED throughout the learning journey
- Interim 1:1 'live' coaching support facilitated by our own accredited FIT Coaches, to help the embedding process
- A weekly FIT check-in clinic – offering dedicated support for Cohort Leaders & key stakeholders
- 21 daily hints & hacks - powerful CX 'FIT Tips' delivered to your inbox, upon successful completion of the programme
- CPD Accreditation equivalent to 80 hours of Continuing Professional Development over a 16-week period
So how does it work?
Change often only sticks when it comes from within, and that's undoubtedly the case when it comes to business culture. That's why we're taking a new approach with our ‘Caring for Customers – From the Inside Out’ blended learning programme.
By training Cohort Leaders from within your organisation FIRST, supported by a wide-ranging suite of online resources, we're putting your success firmly in your own hands.
This 16 week programme focuses on the core CX concepts that will truly make a difference to your customers’ experience, and we'll guide your team along the way with personal 'live' coaching, action planning and regular bitesize FIT BITS to keep them engaged and ensure a dynamic experience throughout their learning journey!
Take a look at the full programme outline below:
Module Breakdown
Module 1 – Becoming a Service Legend
Why embracing the ‘Purple Cow’ philosophy is THE key to showing up & standing out from other organisations in your sector
Module 2 – Attitude: The Vital Ingredient
Boosters, busters & handy hints for staying positive and in control
Module 3 – The psychology of Communication (Part I)
Visual Communication – sending the right message with body language, visual cues and first impressions
Module 4 – The psychology of Communication (Part II)
Verbal & Vocal Communication – the power of vocality and developing a language of influence
Module 5 – The Customer Service Toolkit
1% tips, techniques & strategies to ensure a 100% Customer Experience
Module 6 – Managing Difficult Conversation
Proven strategies to manage difficult customers &/or challenging conversations effectively
Module 7 – Active Listening Skills
Turn hearing into listening with these 10 simple tips & techniques
Module 8 – Effective Questioning Skills
Create conversation NOT interrogation with tried & tested questioning techniques
Module 9 – Rapport Skills
Building rapport with customers & colleagues & developing your own Emotional Intelligence toolkit
Module 10 – Effective Telephone Communication
First & last impressions COUNT – a winning call recipe for engaging with customers over the telephone
Module 11 – Effective Written Communication
The 10 Golden Rules of ‘Netiquette’ – applying the learning to our Written Word
Module 12 – Personal Action Planning
Reviews, assessments & forward planning.