The paradox of Customer Relations Training

The paradox of Customer Relations Training

About the Program

The overall success of your organization significantly depends on how your customers perceive you. The relationship you create with your customers through effective communication and possessing a solid knowhow and insight of their needs, spurs a positive effect to your organization meeting its objectives.

The program describes different mechanisms an organization can deploy to strengthen its relationship with the customers.

Objectives of the Program

We project that at the end of this study program, the participants will be in a position note how to:

1. Understand and meet the customer expectations.
2. Communicate effectively with the customers.
3. Ensure effective processes to meet the customer requirements.

Target Audience

• Front-line Managers.
• Supervisors and Team Leaders.
• Cross-Functional Managers.
• Field Service Representatives.

Training Period

• Classroom: 5 Days
• Online: 7 Days

Modules

Module 1: Introduction to Customer Service.

• Concept of customer service excellence.
• Benefits for an excellent customer service experience.
• Using customer service excellence to build a competitive advantage.
• Embracing a customer centric approach instead of a product centric approach.

Module 2: Acknowledge Customer Needs and Expectations.

• Depicting the customer journey.
• Recognizing customer expectations before, during and after-sales.
• How to read your customer through body language.
• Working with aggressive, expressive, passive, and analytical customers.
• Promote a professional image while observing telephone tips.
• Adding value through customer service.
• Personalizing customer service.

Module 3: Components of Customer Service Excellence.

• Developing communicators.
• Building empathy and connect.
• Working on response time.
• Product know-how.
• Noting key performance indicators.
• Conflict and dispute resolution techniques.
• Managing Emotions During Stressful Situations.

Module 4: Build up a Customer Experience.

• Customer experience index.
• Customer feedback communication channels.
• Enhancing an innovative customer experience.
• Problem-solving methodology.

Module 5: Developing a Customer Service Strategy.

• Strengthening the sales team.
• Application of technology: Chabot’s, data analytics, artificial intelligence.
• Developing a long-term strategic goal for strong customer service levels.
• Learning models for customer service strategies.

Module 6: Enlarging a Customer Service Excellence Culture.

• The emerging mindset among the team.
• Increasing employee engagement through leadership.
• Prefer building customer relationships.
• Promoting collaboration and teamwork exercises.
• Creating accountability team.

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.

CERTIFICATION

Upon successful completion of the training, participants will be awarded a certificate of course completion