Build Long-Term Relationships with your Customers

Build Long-Term Relationships with your Customers

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Date/Time
Date(s) - 27/03/2019 - 28/03/2019
14:00 pm - 18:00 pm

Location
Management Mix

Categories


Build Long-Term Relationships with your Customers training/ Excellence in Customer Service

Course Objectives

  • Gaining new insights about yourself and the influence you have on customers;
  • Learning the way to detect your customer needs (expressed, implied & latent);
  • Learning methodologies that increase the satisfaction and commitment of your customers;
  • Develop specific skills that will help you respond to customers’ expectations & beyond

Target Audience

Sales department, customer service department, after sales department

Course Outline

Introductory Remarks

·         The customer & the customer needs

·         The customer & the concept of stakeholders

·         The customer lifecycle, life time value of the customer

·         The customer experience

What are customers?

·          What represent customers to the organization

·         The different customer groups  (satisfaction level vs. retention level)

·         Customer’s needs according to KANO (Expressed, Implied & Latent)

·         Major reasons for losing customers

Excellence in Customer Service

·         What is customer service?

·         The 5 quality dimensions (RATER)

·         Reliability, Assurance, Tangibles, Empathy & Responsiveness

·         The moment of truth in the customer service

 

Customer Service & Customer Satisfaction

·         Customer satisfaction concept

·         The customer service process

·         Beyond customer satisfaction, customer loyalty

·         Handling customer complaints

 

Concluding Remarks

·         Customer retention

·         Customer as the main stakeholder of the organization

Bookings

$200


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