Overview

This programme examines the skills necessary for anyone who interacts with customers, focusing on building rapport and trust through effective communication. Delegates will learn how to sustain long-term relationships and manage complaints effectively with the aim of ensuring that the customer experience is second to none.

Objectives

• For each delegate to gain a better understanding of what is required in giving exceptional customer care.
• For each delegate to learn how to maximise even the shortest possibility to develop rapport, whether face to face or over the telephone.
• For each delegate to understand how to manage difficult situations and difficult customers and to turn objections into opportunities to exceed customer expectations.
• For each delegate to learn how to effectively influence the customer through an understanding of the customer’s needs, wants and expectations.
• For each delegate to quickly understand the personality and inner drivers of a customer and adapt their own personal style in order to mirror the customer, build understanding and collaboration.

Contents

• Who are your customers and what do they want?
• Providing an exceptional ‘experience’
• Building a customer mentality
• The attitude virus – examining internal and external customer care
• What’s my communication style – personal assessment tool
• What type of customers would I find most challenging?
• Techniques for adapting my customer relationship management style
• Communication skills – listen, question, and empathise
• Gestures and speech patterns that put customers at ease
• Influencing customers
• Five decision making steps to customer excellence
• Turning complaints into opportunities
• Managing internal clients
• The reasons for customer complaints
• The correct response
• Calming customers and regaining goodwill
• Managing difficult situations/people

N.B. This workshop can incorporate the use of actors to recreate challenging real-life scenarios and allow delegates to experience immediate feedback on their proposed actions in a ‘live’ setting.