The 8 Footprints of Excellent Customer Service for Franchises
Follow the 8 Footsteps and you’ll have delighted customers and stronger stakeholder relationships
Key learning outcomes
Your 8 Footprints of Excellent Customer Service for Franchises program will give participants the skills to:
- Critique franchise customer service case studies.
- Understand how expectations are formed in the minds of customers.
- Break away from a blame Head Office mentality and reap the benefits.
- Reframe negative thoughts about Head Office.
- Identify and substitute negative vocabulary.
- Deliver positive customer experiences.
- Feel more connected with Head Office activities.
- Anticipate customer struggle points and influence better outcomes.
- Build more connections with Head Office and customers.
- Tally and reduce the amount of customer complaints.
- Remove the #1 cause of franchisee dysfunction.
- Keep a united front and keep the competition at bay.
- Remove ambiguity between franchisee outlets and head office.
- Calibrate the effectiveness of your existing problem solving methodologies.
- Agree action plans to boost customer service levels.
- Brainstorm methods of gathering accurate data on customer complacency and how to reduce them.
Course Description
In the franchise industry, customers form perceptions of brands through interactions with franchisees and head office communications. Franchise customers like conformity and should always receive integrated messages.
Customers become alarmed and “vote with their feet” when messages between head office and franchises are not congruent. Within the franchise industry, excellent customer service is a competitive advantage.
Here is a routine bad experience:
Brand Y is on sale and the advertisement urges customers to buy Brand Y today. When the customer visits a franchise store to purchase Brand Y then they are informed it is not in store because “head office always stuffs up by advertising merchandise that is out of stock”.
Goodbye sale Goodbye loyalty & Goodbye branding. Make no mistake, the franchisee venting has damaged the brand for all. Franchisees sometimes choose to cover themselves by blaming Head Office and it is a lose/lose/lose strategy.
A Glance at the 8 Footprints
This training course was designed for Franchisees by a team of Organisational Psychologists, Fortune 500 Sales Directors and Marketers. Your people will discover the 8 footprints of excellent customer service. To keep you interested we’ve listed 3 of the footprints below:
Footprint # 3 Service Recovery
Your step by step guide when a customer perceives a service failure. Loyalty levels are proven to increase if you can deliver an excellent service recovery
Footprint # 5 Setting and delivering customer expectations
Understanding how expectations are formed in customer’s minds and how to change them
Footprint # 8 Creating positive customer experiences
Positive customer experiences influence loyalty levels and boost repurchase intentions
Would you like to attend this program?
For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4 – 9 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Franchisee personnel and/or Head Office personnel.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: ddear@preftrain.com or contact us online today.
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Australia-wide training courses and workshops
At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our The 8 Footprints of Excellent Customer Service for Franchises is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.
With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from The 8 Footprints of Excellent Customer Service for Franchises and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.
Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.