Course objectives
By the end of the course, participants will be able to:
- understand the factors that generate customer loyalty
- understand and overcome hurdles in their relationship with the customer
- invest in empathetic relationships
- combine influencing with respect for the customer
- turn each key contact into a loyal relationship
- focus on personal qualities for successful customer relationships
Programme
The training programme
Understanding the drivers of customer preference
- Re-thinking your contribution to the customer relationship
- Distinguishing between customers’ implicit and explicit expectations
- Analysing the mechanics of customer satisfaction
- What is customer loyalty?
Developing your professional engagement towards customer service
- Linking your role to company goals
- Facing customers
- Managing customer conversations
Showing empathy
- Exploring the impact of emotional interpersonal communication
- Showing the customer respect and consideration
- Developing interpersonal confidence
Influencing customers with integrity
- Enhancing your customer service skills
- Encouraging customer loyalty
- Preserving relationships in difficult situations
Anchoring customer preference
- Keeping your promises to the customer
- Advising the customer wisely to win repeat business
- Anticipating customer needs and knowing how to surprise
e-Learning modules
e-Learning modules you will receive with this course:
- Customer relationship: the stakes
- Developing loyalty through customer relationships
- Customer relationship: building trust
- Customer relationship: practising active listening
- Customer relationship: reaching agreement
Course duration
2 days + 5 e-learning modules
Who should attend?
This course is aimed at:
Anyone who has direct contact with the customer, either face-to-face, by phone or in writing, from pre-sales to after-sales
How can you achieve the sort of incomparable customer service that sets you apart from the crowd?
