How can you achieve the sort of
incomparable customer service that sets you apart from the
crowd?
How can you convey a one-of-a-kind company image that gives you
an edge over the competition?
How do you bridge the gap between ‘customer satisfaction’ to
‘customer preference’?
For whom
Anyone who has direct contact with
customers, either face-to-face, by phone or in writing, from
pre-sales to after-sales.
Objectives
Understand the factors that generate
customer loyalty.
Understand and overcome hurdles in your relationships.
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.
Program
Understanding the drivers of
customer preference
- Re-thinking your contribution to the customer relationship.
- Distinguishing between customers’ implicit and explicit
expectations.
- Analyzing 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 emotion in 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.
Benefits for the participant
Influence customer relationships and
enhance your work in customer relations.
Move beyond conventional customer relationships.
Enhance your interpersonal relationship skills.
Take a step back to become more skilled and effective in
relationship-building.
Benefits for the company
Strengthen your competitive advantage.
Achieve lasting improvements in customer satisfaction and
loyalty.
Improve staff motivation and commitment to customer service.
Make your staff more effective and productive.
Concept
Three levers for building customer
relationships that last
1] Understand how to adapt to each customer and each type of
contact
2] Empathize with your customers to build understanding
relationships
3] Engage with the customer to create a lasting impression of
efficacy and influence
The keys to lasting relationships in four course highlights
The cocktail game
Role-play: introduce yourself to the other participants, explain
and debrief your experience
- Make a good first impression
‘Customer journey’ workshop
- Become aware of your role, based on the customer experience
‘The blind and the dumb’
‘Emotional event’ in the form of a role-play:
- Discover the barriers to communication
- Experience the impact of emotions in relationships
‘Difficult situations’ workshop
In sub-groups of two or three people:
- Handle difficult situations without compromising the customer
relationship
