Who is it for?
The Customer Toolkit is suitable for management and staff at all levels. Primarily designed for people who work in the Box Office, it is very useful for people from Marketing, Front of House and Bar/Restaurant to attend.
Outcome
The outcome of this course will be:
- a relaxed, more confident and enthusiastic team
- departments in the venue being better able to support each other
- customers feeling comfortable and at home at the venue
- increased bookings
Objectives
By the end of this module you will be able to:
- put yourself in the shoes of the customer
- listen actively to people so that they’ll know you’re listening!
- build rapport and trust by what you say and the way you say it
- build strong relationships with your audience
- identify needs of particular audience members and match them with what you have to offer
- be aware of all your venues’ services and facilities
- calm people down and resolve conflicts quickly
- use a range of powerful strategies for dealing with “difficult” people situations
- take personal responsibility for improving the quality of customer service provided to both external and internal customers
- build a stronger customer-focused team
- generate a list of ideas for improving the way the venue operates
How does it work?
It’s fun, practical and interactive. We use a range of well-proven, interactive training techniques, activities and visual aids. Each participant receives a comprehensive pack of handouts. And it’s tailored to your needs. We do this by phoning a sample of the management and participants beforehand to find out how we can make the biggest difference for you.
What extras are offered?
We maximise the effect of the training through giving your people some preparation work to do beforehand. During the course we get your people to commit to actions for improving the way they work. We will give you suggestions on how to keep the benefits of training alive after the course. And we provide free, unlimited follow-up and support by phone and email.
Where and when?
You decide. Most of our customers like us to organise the training at their venue at a quiet time. We don’t need a special room – quite often we train in the bar, restaurant or any other open space available. And you can let us know if an evening or weekend is more convenient.
Who leads it?
The Customer Toolkit is led by Mark Arnold and Adrian Phillips – professionals who have had many years of experience in arts training and marketing.
What do people say about it?
- Well tailored to our needs
- I had a really good time
- A very useful and enjoyable day
- Concise and informative
- Talking about examples of what could actually happen with customers was useful
- I liked being involved – doing rather than being talked at. And more fun
- Understanding body language and thinking before making assumptions
- Nice guys – funny and likeable, got everyone involved, exciting and not boring
- Being involved. Very useful to “do” rather than be talked at. And more fun
- The bonding and team building was good – it was nice to get to know each other
- Good use of visual aids
- Very informative and easy to follow
- Handouts very useful – I’ll keep these and research them carefully
- I found the bit about influencing really useful
- Talking through scenarios gave a good range of ideas and past experiences
- Pacing techniques were very useful – as it is sometimes harder to be nice in a stressful situation
- Mirroring people’s conversation/body language was useful as it helps you to help others
- Group work on development and improvements was very useful
- Although I was dreading the course, I thoroughly enjoyed it
- Really interesting ideas – especially voice matching/mirroring
- Enjoyed learning how to cope with difficult customers
- The session on ideas on how to improve was useful
How much is it?
It’s £800 for the day (plus VAT). Trainer’s travel and accommodation (if required) will be charged at cost. Most customers prefer to copy their own handouts, to keep costs down (we email you the masters).
Is there a way to get it cheaper?
Some of our customers are able to get a reduced rate through Train to Gain www.traintogain.gov.uk Contact your local Business Link to enquire.
How to book it?
Call us on 01865 403203 or click here to email us.