Customer Service Management (Advance)

There has been no time in history when customers have had so much choice of where to get service and goods. The internet has revolutionised the market place: customers can research, purchase and review products and services from the comfort of their own home, or office.

Customer expectations have heightened. They demand consistent, professional and effective service from their suppliers. This highly interactive and fun programme examines in depth how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty.

This programme will enable you to:

• Build lasting and meaningful relationships with your customers
• Use powerful behavioural tools to ensure you secure and maintain a competitive edge within any marketplace
• Gain a greater understanding of your customers’ needs and how to satisfy them
• Explore the basics of Neuro Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
• Influence with integrity and crystal clear communication

Objectives:

• The art of building lasting rapport and lasting relationships with colleagues, customers and friends
• How to modify your own behaviour to match other’s
• The model for establishing good working relationships
• An ability to influence with integrity
• An ability to use influencing skills and techniques to build ongoing and long term relationships with key customers
• To be able to create and adapt crystal clear models for communication between your organisation and it’s customers
• How to build co-operation and commitment
• A greater understanding of your customers’ needs and how to satisfy them
• An ability to tailor services to meet your customers needs
• Long term relationships between your organisation and it’s customers
• An ability to be more versatile in every customer facing situation
• The ability to recognise behaviours that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike