Wie is de klant nu echt? Wat vraagt deze en op welke wijze kan ik daar echt op inspelen? De training klantverdieping helpt hierbij. Wanneer je de klant echt een keer bekijkt en verdiept in wat deze ‘denkt en voelt’, ‘ziet’, ‘hoort’, ‘zegt en doet’, ‘pijnpunten’ en ‘winstpunten’, dan krijg je een goed beeld. Een beeld waarop je de diensten verder af kunt stemmen. Vaak bedenken we namelijk oplossingen voor zaken die wij denken dat er spelen, in plaats voor zaken die er echt spelen.
Training Klantverdieping
Onderdelen van de training zijn:
- het uitwerken van een map gericht op het denken, voelen, zien, horen, de pijnen en de winst van
klanten op basis van een ‘protagonist’ met de Empathy Map methode; - verkenning van de wijze van communicatie, bevraging en lering vanuit de klant;
- vertaling van de klant wensen en kansen naar detail nivo in aanbod;
- interactie en intervisie tussen deelnemers waardoor vernieuwende ideeën ontstaan;
Met andere woorden een andere blik om te verdiepen in de klant. Daarbij je nog verder te ontwikkelingen als service gerichte organisatie.
Na de training
De training klantverdieping zorgt ervoor dat de deelnemer:
- zich leert te verplaatsen en denken vanuit de klant;
- de methode van de Empathy Map eigen maakt;
- de diensten en producten gekoppeld worden aan klant behoeften;
Er ontbreekt niets aan de eigen verdieping.
Praktisch
Er zijn twee soorten training:
- Workshop van 2,5 uur waarin de Empathy Map van een klantprofiel gemaakt wordt – € 850,-
- Intensieve workshop (tot 16 deelnemers) van een dag – € 1.450,-
Bovenstaande bedragen zijn exclusief btw, locatie-, catering- en reiskosten.
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