READING YOUR CUSTOMERS

Duration: 1 Days
Time: 9.00am - 5.00pm

Introduction

A company’s most vital asset is its customers. Without them, we would not exist in business. When you satisfy your customers’ needs, they not only help your organisation grow by continuing to do business with you, but they are more likely to recommend you to friends and associates. Organisations that demonstrate a consistent customer service strategy, commitment to investing in a high-performance workforce and customer-focused systems enable extraordinary service delivery and enhanced customer relationships. This highly interactive and enjoyable programme examines in depth how to build lasting rapport with your customers, uncovering their needs to build world class customer service in any medium that will.

Benefits

Upon the completion of this programme, the participants will be able to:

• Reinforce customer retention by creating a Win-Win Relationship
• Upgrade reputation status by raising service standards
• Connect the growing needs of customers with good service

Key Content 

MODULE 1: WHAT IS CUSTOMER SERVICE?

This session will get participants thinking about the information to be covered over the next two days through small and large group discussion. 

MODULE 2: WHO ARE YOUR CUSTOMERS?

In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers 

MODULE 3: MEETING EXPECTATIONS

This session will focus on the four critical areas that customers have expectations for.   

MODULE 4: PRESENTING YOURSELF PROPERLY

Using individual testing, participants will take a look at the impression they give customers and ways they can improve.  

MODULE 6: COMMUNICATION

This session will focus on communication barriers and how we can overcome them. 

MODULE 7: DEALING WITH CHALLENGES

There are many types of unexpected challenges that we can encounter every day. Participants will work on small groups to develop responses to some of these issues. 

MODULE 8: DEALING WITH DIFFICULT PEOPLE

This session will give participants an opportunity to understand difficult behaviour, identify some coping strategies, and discuss the difficult person they find most trying.