CUSTOMER/CLIENT RELATIONSHIP MANAGEMENT (2 DAYS)

PURPOSE
 
Today, the expectations of customers are much greater than ever before.  Understanding the needs of your customers well and serving your customers well is an important part of improving customer satisfaction and retention.  The goal of this programme is to help customer contact personnel in your organization to focus on the needs of your customers, not theirs and to solve customer problems. 

This workshop is designed to create an awareness of how each and every person in your organization can have a positive or negative impact on customer service.  This programme will encourage each and every employee to make a difference in how they serve their customers and in so doing project a customer focused image for your organization

LEARNING OUTCOMES

At the conclusion of this programme, participants will be able to:

  • The important of customer service to the organization
  • Definition of excellent service and the knowledge and skills for great service delivery
  • Recognize how “individual response” affects service delivery
  • Effective service communication techniques via phone, email and in person
  • Identifying best service practices to serve your customers
  • Know how your own behaviour impacts on the behaviour of others.
  • Identify customers’ behaviour styles for communication and interaction
  • Build relationship with customers
  • Dealing  with difficult customers and situations

KEY WORKSHOP HIGHLIGHTS

  • Introductions
    • Course Goals

  • The Importance of service
    • Service beliefs
    • Meeting customers expectations
    • Who are your customers
    • Your internal and external customers
    • What are their needs

  • Two types of services
    • Material services
    • Personal services

  • The service connection
    • How personal response affects service delivery
    • Check your service attitude
    • Choices

  • Effective service communication techniques
    • By telephone
    • Email
    • In person

  • Determining customers needs
    • Effective question
    • Attentive listening

  • Techniques for handling people
    • Identify customers behaviour styles
    • Turning complaints into opportunities

  • Dealing with difficult people
    • Why customers get upset
    • Process to deal with difficult customers
    • Techniques to deal with tough situations
    • Learn service recovery skills

METHODOLOGY

Highly participative and interactive consisting of discussions, action learning games, case studies, practical work, critique sessions as well as small group work.
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