Customer Orientation Techniques For Client Management

Customers are the lifeblood of an organisation and the rationale for the existence of any department in the organisation. A customer-oriented organisation places the customer at the core in all areas of its business – vision, values, goals, strategies, touchpoints, processes, operations, support, etc.

In today’s dynamic business environment where customer loyalty is declining, it is imperative that you find a way to your customers' hearts to retain them and to win over new customers.

In this course, participants will learn the necessary skills and mindset they need to better understand customers, predict what they need, and deliver a service experience worthy of a second visit.

• Know and understand customers better
• Be able to deliver great service
• Learn effective communication skills 
• Use Emotional Intelligence to better deal with customers 
• Assess their personal competency for customer orientation
• Understand the importance of customer touchpoints
• Appreciate the importance of customer feedback
• Possess the ability to manage difficult customers and resolve conflicts
• Use influence skills to win customers over
• Know how to create customer WOWs
• Contribute to the organisation becoming more customer-centric