How Well Do You Know Your Customers?
Bespoke Customer Services Workshop
“News of a poor customer experience reaches twice as many ears as a positive one.”
FIP Consulting recognise the importance and impact customer service training can have on staff motivation, in fine tuning performance, in up skilling your team and creating a consistent brand image. By developing and refining how teams work together, our consultancy and tailored workshops create a transformational shift that puts the customer at the heart of everything you do.
Customer Journey Mapping
“Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.”
McKinsey & Company
One of the biggest challenges when organisations make the decision to focus on customer satisfaction and the customer experience is that the touchpoints for customers are spread across functional silos. Today’s customers want a ‘seamless experience’ which is impossible to achieve without analysis and consistency across the various channels.
A customer journey mapping workshop is an invaluable resource to map all customers touch-points and scenarios. This interactive workshop makes sure you are prioritising business decisions based on your customers reality and create a truly consistent customer experience.
Customer Satisfaction Survey
“91% of customers who had a poor experience are not willing to do business with that organisation again”
What customers will tell you can be quite different to what they actually think and will tell their friends and family. A structured survey developed as a result of research and applied best practices provides a controlled forum to capture insights about your customer base, how they perceive your business, products and services. Providing you with the opportunity to improve and deliver excellent value and ultimately return on investment.
Business Process Re-Engineering
“89% of customers get frustrated because they need to repeat themselves to multiple representatives.”
“80% of Organisations believe they provide superior Customer Service, while only 8% of their customers would agree.”
Bain & Company.
Complete Customer Health Check
“It takes 12 positive experiences to make up for one unresolved one.”
Combining all of the services above, a complete customer health check delivers a comprehensive overview of your business from your customers’ perspective. We take information from your customers, turn it into a streamlined business process and deliver an actionable system for your team to deliver a superior service across the board.
“The workshop with FIP Consulting has been vital for us to clearly see where our customer journey could result in a good or bad experience…This is an essential exercise for any stage of business, but hugely valuable for those in the early stages of their business evolution.”
Liberty Bollen, Head of Marketing. Abode Impact
"Claire’s customer journey mapping workshop is a must for any company in the early stages of building product. You may think you have a solution to a problem but until you understand your customer and how they are likely to react you will not find product market fit"
Nic Woodhams, Founder. Adventure Pass
"All content very transferable to any role”
“Loved the customer journey exercise”
“Both valuable and interesting”
“A very well run and professional course”
Customer Service Workshop Attendees