Customer Services

Like a game of chess, smart customer management requires intelligent strategies without unnecessary moves, moves that will cost you in the long run. In the fast changing environment, having job competency or knowledge to use the latest technology is insufficient to provide customer satisfaction.

With the right strategies and skills, the organisation will have the ability to stay ahead of the change curve to identify opportunities and respond effectively to customers. This 2-day breakthrough session is designed to give participants a powerful new focus and equip them with a range of skills to create impact on customer’s satisfaction and gain customer loyalty.

Objectives:

• Master the formula for customer satisfaction

• Techniques for communicating and responding effectively with Customers.

• Learn to manage difficult situations

• Moving beyond service and satisfaction for the competitive advantage

• Implement strategies to retain customers and increase customer loyalty

• Develop effective Interpersonal Communication And Problem Solving Skills

Outline:

Day 1

• The Inner Game of Customer Satisfaction - Qualities of Service Professionals

• Formula For Customer Satisfaction - Expectations Of Today’s Customers

• Setting Customer First Objectives-Analyzing Customer Needs

• Understand the Importance And Impact Of Serving Both Internal And External Customers

• Effective Customer Communication Skills - Creating First Impressions

• Developing a Customer Focused Culture-Service Standards Of Excellence

• Understanding And Responding To Different Customer Personality and Learning Styles

Day 2

• Managing Customer Expectations

• Problem Solving Techniques for Customer Satisfaction

• Managing Difficult Situations and Customers’ Complaints

• Creating Customer Focused Business Processes

• Making Customer Focused Decisions – Adding Exceptional Value

• Simple Strategies and Ideas To Satisfy Customers

• Service Reviews to Build Relationship and Customer Loyalty