Managing Customer Relationships

This programme will give you the competitive advantage you need to survive in a tough business climate! The way you handle your customers will directly affect your achievement of your individual goals, as well as your team’s and your company’s performance. At this workshop, you’ll learn how to communicate professionally, gain respect, enhance customer relationships and secure a competitive advantage.

Objectives

• Deliver better, faster service that increases customer satisfaction
• Learn how to gain repeat business
• Know what customers expect
• Increase your credibility with customers – and your value to your organisation
• Handle conflict in service situations
• Maintain positive communication with customers in difficult situations

Key Topics

• Focusing on customer service success
• Why customer satisfaction is based on perceptions
• Focusing on service factors that are most important to customers
• Creating better rapport with the customer
• Expanding your communication skills by enhancing your listening strengths
• Using persuasive language patterns
• Avoiding unproductive communication that hinders your service effectiveness
• Using positive communication to calm angry customers
• Adopting a win-win approach in solving the customer's problem
• Turning an angry customer into a happy repeat customer

Feedback
"Very in-depth and informative. The course was conducted well, with plenty of clear explanations given and many of our questions about customer service answered."