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Customer Orientation Techniques for Client Management
BACKGROUND
Customers are the life blood of the organisation and the reason of existence of any department in the organisation. A customer-oriented organisation places the customer at the core in all areas of its business – vision, values, goals, strategies, touch points, processes, operations, support, etc. In today’s dynamic business environment where customer loyalty is declining, it is imperative that you find a way to your customers' hearts to retain them and to win over new customers.
TARGET AUDIENCE
Professionals and executives who are involved in creating positive service touchpoints and experiences for their customers.
LEARNING OUTCOMES
By the end of the programme, participants will be able to:
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Gain holistic appreciation of the importance of their customers
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Apply emotional intelligence techniques to manage their customers
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Develop strategies to create the WOW in customer experience
COURSE OUTLINE
Appreciate and Empathise with Your Customers
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Customers Are Not Equal
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Understand the Value of a Customer
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Importance of Focusing on the Customer
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Recognise Customers’ Needs and Wants
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Identify Customers’ Expectations
Develop Emotional Intelligence to Deal With Customers
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Goleman’s Emotional Intelligence Model
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Self Awareness
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Self Regulation
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Motivation
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Empathy
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Social Skills
Customer Orientation and Service Excellence
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Principles of Service Excellence
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Do You Have the Right Mindset?
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Your Personal Assessment
Customer Touchpoints
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What are Customer Touchpoints?
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Making Touchpoints Customer Focused
Customer Feedback
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Moments of Truth
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Voice of Customer
Handle Challenging Customers
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Managing Customer Complaints
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Dealing With Angry Customers
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How to Resolve Conflicts
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How to Say “No” Nicely
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The Art of Apologising
Win Over Customers
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Cialdini’s Six Principles of Influence
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Principle #1: Reciprocation
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Principle #2: Commitment and Consistency
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Principle #3: Social Proof
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Principle #4: Liking
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Principle #5: Authority
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Principle #6: Scarcity
Create Customer WOWs
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Principles of Customer WOWs
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Creating Customer WOWs in Your Organisation
Becoming a Customer Centric Organisation
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Building Emotional Engagement with Customers
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Customer Experience Management
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Customer Related Performance Measures and Rewards
LEARNING METHODOLOGY
The course will be activity-based including interactive with experiential and accelerated learning. Participants will be engaged in group discussions, role plays and case studies for optimal learning and maximum results.
COURSE DETAILS
Date : 18 & 19 August 2016
6 & 7 October 2016
Time : 9 am to 5 pm
Course Fees : S$899.00 (no GST)
Course Duration : 2 days
10% Early Bird Discount or 20% Group Discount
Productivity & Innovation Credit (PIC) claimable