EFFECTIVE CUSTOMER RELATIONS MANAGEMENT

“Kind words can be short and easy to speak, but their echoes are truly endless”
Mother Theresa

RATIONALE:

The success rate of any organization depends on how it treats its customers and how well it foresees, meets and exceeds their expectations. However, the nature and the understanding of customers or clients relations handling seems unclear to so many people that interface with them.

LEARNING OBJECTIVE

The primary objective of this programme is to ensure that participants increase their knowledge and effectiveness in dealing with customers with the sole aim of gaining their patronage and retaining them.

TRAINING OUTLINE

BUILDING EFFECTIVE CUSTOMER RELATIONS PRACTICE

  • How to develop an attitude that promotes customers’ retention
  • Know what the customer values and will pay for
  • How to develop a customer/client focused organization
  • When you meet a prospective client for the first time, what do you do?

EFFECTIVE TELEPHONE HANDLING: TECHNIQUES AND METHODS

  • How to sound nice and caring using speech control techniques
  • Building a relationship with the customer on the telephone
  • Basic telephone skills practice
  • Handling problems and complaints via telephone

CUSTOMER SATISFACTION, RETENTION AND RELATIONSHIP MANAGEMENT

  • FIRST 4 & LAST 2 MINUTES principle of customer satisfaction
  • PERSONAL TOUCH & After service practice
  • Understanding “our Business” and how it promotes customer satisfaction
  • Customer first

HANDLING QUESTIONS, COMPLAINTS, AND DIFFICULT CUSTOMERS

  • Personality, attitude, and behavior that reduces customers complaints
  • Basic RED FLAG signs of a dissatisfied Customer and how to manage them
  • What NON CORE STAFF should know about customer relations management
  • Know what makes a happy customer

BENEFITS:

This programme helps participants to:

  • Identify effective techniques for promoting good customer relations practice in their organization
  • Handle customer complaints effectively
  • Identify elements of customer service that earn enthusiastic customers and repeat sales
  • Identify effective ways of greeting the customer, obtaining information and meeting their needs
  • Use active listening and empathetic techniques in promoting customer satisfaction

LEARNING METHOD:

  • Two days of high impact presentation
  • Cross-industry and experienced based facilitation
  • Highly interactive and participants focused
  • A juxtaposition of in-depth research and best practice experience
  • Lecture aided by multi-media facilities, PowerPoint with rich illustration

WHO SHOULD ATTEND?

Front Desk personnel, Customer/client relations practitioners, Executive assistants, secretary, marketing and sales personnel, senior security officers etc

DURATION:                 2 Days (9 am – 4 pm each day)

OTHER DETAILS:     See page 1 of this brochure for information on dates, venue, and fee.