Customer Relationship Management
With costumer confidence and customer loyalty, providing excellent customer service is no longer an added benefit. Customers who are not happy with the way they are treated are taking their businesses elsewhere. Customer loyalty can be your key to restoring customer confidence, which can keep your business afloat. Giving your customers an exceptional experience will bring exceptional results: your customers become a marketing tool for your business. This programme is highly participative and allows participants learn the art of effective customer service. This training is tailored at teaching you how to give exceptional customer service.
WHAT YOU STAND TO LEARN?
- Key Skills for Quality Customer Service
- Addressing Different Customer Behavioral Styles
- Understanding Quality Service and Service Culture
- Listening/Communication Skills
- Dealing with difficult people
- Customer Service in a Competitive Environment
- How to get a win-win outcome with your customers
- Identifying customers needs and requirements
- How to create high customer loyalty through enhanced service
- 7 C’s of Customer service
- Identifying blocks to excellent customer service
- Emotional intelligence
- Turning complaints into opportunities
- Effective telephone techniques
COURSE CURRICULUM
- Who is a customer, direct and indirect user
- Internal and external customer
- The term customer service explained
- Getting it right – the overall package
- Two dimensions of quality customer service
- Skills audit
- External customer identification exercise
- Service Characteristics
- Excellent and poor customer service
- Some Facts about poor customer service
- Good customer service defined
- What does good customer service mean
- Fundamental principles of delivering good customer service
- Measuring or meeting our customer needs
- Adding value to customer service
- Empowerment; Target of empowerment – excellent customer service
- Relationship Learning
- Teams and relationship – Relationship learning and stakeholders
- Captive customers – Captive customers and poor service
- Internal customer reputation
- Is odling’s tour ready?
- Complaints explained
- 12 tips for resolving customer complaints
- A proactive view of customer complaints
- Beware of complaint filtering
- Typical idea killers
- Customer perceptions
- Customer expectations
- Ways of categorizing customers
- Some facts: Eliminating the “but” complaints LLOVE acronym, what’s fair
- Problems – The problem with Problems
- Tools and techniques – SWOT analysis
- The moral lesson
- GAP model for improving customer service
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