Repeat business and customer loyalty are invaluable within most organisations. In the UK an astonishing 70% of customers feel let down by their service providers. The challenge to provide customer satisfaction never ends. Staff and their managers have to take responsibility for building lasting customer relationships. Whether we work in profit or non-profit making organisations, how we treat our customers will often determine our success.

WHAT IS A CUSTOMER?
Internal and external customers
Understanding their wants and needs· The difference between service & satisfaction

UNDERSTANDING YOUR CUSTOMER
The different types of customer and how to handle them
Recognising moments of trut
Building rapport

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