CQ™ Professional

Overview

To be great with customers requires a special mix of skills! Such as the ability to truly appreciate a customer’s experience. To establish deep rapport and successful relationships. And having the right commitment, energy and drive. We call this Customer Intelligence™ or CQ™. 

In simple terms it’s the ability to make your customers feel GREAT!

CQ™ Customer Intelligence overview

Objectives

This programme helps build Customer Intelligence™ - a complete set of skills for delivering great service and a great customer experience!

Content

Understanding Customers

Changing expectations

Needs and motives

Loyalty drivers

Customer types and profiles

Communicating with Customers

Understanding communication

Communication barriers

Communication skills and styles

When things get difficult

Delivering the Brand Image

Organisational values

Competitive advantage

Opportunities and threats

Reflecting the brand

Delivering Reliable and Consistent Service

Standards and expectations

Reliability v responsiveness

Taking ownership

Balancing customers and the organisation

Delivery

In-company programme (typical group size: 8-12 attendees)

Course may be tailored to meet specific company needs and objectives

Duration

2 days

Certification

Attendees may be accredited as CQ™ Customer Intelligent Professionals. 

In addition, this programme may lead to NVQ, BTEC, ILM or EDI certification.

Certification

Fees

Subject to quotation