Building Better Customer Relationships

Who should attend this workshop?

Whether you are delivering a service or a product to internal or external customers the need to build better customer relationships is vital to the success of your organisation.

This one-day workshop is designed for all levels of staff - Managers, Supervisors, Team Leaders and Team Memberswho deal with clients and customers:

• Customer Service
• Client Service Delivery
• Account Management
• Sales and Marketing Support
• Product and Service Support
• Internal Customer Delivery
• Customer Relations
• Contact Centre
• Help Desk
• Promotions
• Facilities
• Technical Support

What you will learn:

• Understanding your customers’ needs and expectations
  • Who are the key players and what are their roles?
  • What is your relationship with the key players?
  • How much do you really know about the key players?
  • How do you improve you customers’ experiences?

• Where “making sales” ends and “customer service” begins
  • Customer service and the risks to your business relationship
  • Keeping the business: the six types of customer contacts you need to know
  • What "value-added" really means
  • How to add mutual value to the customer relationship

• Understand “networking” and really make it work
  • How can you build and retain valuable customer-centric networks?
  • How can you establish connections and relationships that really last?
  • How can you gain referrals and recommendations when and where you need them?

• Retaining the customers you want
  • What is a GOOD customer or a BAD customer?
  • Which customers do you really want to keep?
  • How easy is it for your customers to leave you?
  • How can you effectively engage with your customers?
  • How can you build real protection around valuable customers?

• Ensuring customer profitability
  • The benefits of customer retention
  • Learn the building blocks of great customer engagement
  • How do you measure customer profitability?
  • What's the difference between customer obsession and customer focus?

• Surveying customers“the feedback loop”
  • What you need to know from and about your customers
  • How often should you be asking the questions?
  • What tools can you use to gather the information?
  • What should you be doing with the information?

• Managing customer expectations
  • How do you balance assertiveness and control in the relationship?
  • How do you deal with customer dissatisfaction?
  • What can you do if your customer is unreasonable?
  • How can you use the Win-Win approach to resolve customer conflict?

PLUS! THE TEN COMMANDMENTS OF CUSTOMER SERVICE