Thanks to funding from Allerdale Borough Council to help businesses continue to recover from COVID, Cumbria Chamber of Commerce can now offer the below free workshops to businesses located within Allerdale operating in the retail, tourism/hospitality or personal services sectors.
Wednesday 8th September – 10am to 12.30pm
Understanding & Managing Customer Emotions
Did you know that “on a lifetime value basis emotionally connected customers are more than twice as valuable than highly satisfied customers?”
Emotionally connected customers are vital for business success as emotions play a key part in the customer experience. They can be positive and/or negative emotions and can be evoked at any stage of the customer journey. Customers base their decision making on how they feel during each interaction and engagement, decision making ultimately affects the bottom line.
Therefore, it is crucial to not only recognise what customers are feeling but also to understand why they feel the way they do in order to build those all important emotional connections with customers.
During this workshop we will explore:
- Emotional triggers and drivers
- The role emotions play in the customer experience
- How your own emotions can impact how the customer feels about their interaction with you
- Using emotional intelligence to manage customer emotions and build strong customer relationships
Thursday 23rd September – 2.30pm to 5pm
Handling Customer Complaints
“96% of customers will continue to do business with an organisation if their complaint is resolved”
In a perfect world there would be no complaints, unfortunately some customers will complain, that is a fact. In most cases, when a customer complains it means that the service delivery has not met with their expectation.
Maybe they have been kept on hold for a while or been passed from department to department having to explain the reason for their call more than once. Perhaps their product is out of stock, delivery time is much longer than expected or there is an unexpected price increase. There could be a multitude of reasons why people complain. It really matters how the complaint is dealt with as this determines how the customer feels about their experience and the business as a whole.
And when a customer is dissatisfied they can become more critical about other areas or interactions with that business.
The majority of people don’t complain without good reason. Every situation needs to be fully explored so that successful service recovery can be implemented and managed.
This workshop focuses on the following:
- Customer Expectations: How are expectations formed?
- Why customers complain?
- The CLEAR approach: Handling difficult situations
- Identifying ways to reduce customer complaints
- Maintaining the ongoing relationship with your customer
Tuesday 5th October – 10am to 1pm
Increase income from your hospitality accommodation
An introductory course aimed at owners or any person responsible for maximising income, suitable for all types of letting accommodation including camping, glamping, bed & breakfast, self-catering or hotel.
Content covered:
Understanding how to measure the success of your business
- What to measure– Occupancy & Rate and revpar
- Getting ahead of the competition
Understanding how to improve your revenue
- Are your cancellation policies working for you?
- Are you getting the best rate and occupancy when the market is strong?
Access to a range of tools, resources and actions to help
- When are your low demand times and how are you filling them?
Access to a range of tools, resources and actions to help
Thursday 14th October – 2pm to 5pm
Increase the profitability of your accommodation business
Online agency commission costs can be as high as 30% per booking and have a huge impact on the profitability of any accommodation business.
This course will help you grow direct business and effectively manage your commission costs, whilst maximising revenues throughout the year.
Content covered:
Identifying your ideal customer
- What are you USPS
- Who is your ideal customer and how will they find you?
Online presence, branding and communication
- Defining your brand
- A whistle-stop tour of trademarking, website content, google tools, email marketing and social media marketing
- Channel managers and property management systems
- Free tools, support and training resources
Making online travel agencies work for you
- The benefits of OTAS
- How to get the right business from OTAs at time that suits you
Those who attend any workshop can also benefit from one to one adviser time to follow-up and help implement learning.
If the workshops aren’t of interest we can offer free/funded Chamber membership giving you access to member services such as our legal and HR helplines.
To find out more email info@cumbriagrowthhub.co.uk
