At one time the concept of excellent “customer service” was a major focus for many organisa¬tions. However, today this is no longer enough and companies can only maintain a competitive advantage by going beyond excellent customer service and actually building lasting customer relationships. This course helps you move from “customer satisfaction” to “customer preference”.Course content
This course is built of 5 e-Learning modules each taking around 30 minutes
1. Customer relationship: the stakes
- Criteria for assessing customer satisfaction
- Differentiating between customer satisfaction and customer preference
- The key emotions in creating customer loyalty
- Managing the emotional aspect successfully
2. Customer relationship: building trust
- Identifying the challenges of contact with customers
- Enhancing your interpersonal relationship skills
- Establishing close communication with customers
- Preserving relationships in difficult situations
3. Customer relationship: practising active listening
- Encouraging the expression of customer needs
- Overcoming obstacles to mutual understanding
- Showing empathetic listening using the appropriate techniques
4. Customer relationship: reaching agreement
- Using customer needs to support your argument
- Focusing on benefits for the customer
- Using service-oriented vocabulary
- Winning customer loyalty despite difficulties
5. Developing loyalty through customer relationships
- Focusing on customer satisfaction to develop loyalty
- Understanding the levers of customer preference
- Managing situations of dissatisfaction
- Advising customers wisely to win repeat business
Who should attend?
Who will benefit from this course?
This is an introductory course for anyone who has direct contact with customers: from pre-sales to after-sales, by phone or mail. The focus of the course is:
- Understand the factors that generate customer loyalty
- Understand and overcome your relationship hurdles
- 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
Benefits for you
Benefits for you, the participant;
- Add value to all customer relationships
- Go beyond conventional customer relationships
- Enhance your interpersonal relationship skills
- Learn to relax to become more comfortable and effective
Course duration
There are 5 modules in this e-Course, taking about 30 minutes each depending on the individual. You can access the modules any time during a 12 month period allowing you to complete at your own speed and also revisit any modules to refresh your learning.
As affiliates of the CPD Institute, Cegos is committed to supporting the learner and each e-Course contributes 4 CPD hours to the learner’s development.
