Customer Service Management Training

OBJECTIVES

• You will learn the appreciation of the lifetime value of your customers with real figures pertaining to your organization
• You will understand what customer satisfaction is all about and what the needs and requirements are of your customers
• You will have techniques and strategies to handle complaints effectively
• You will know the difference between "telling" and "selling" with features v benefits
• You will learn techniques of how to get a WIN/ WIN outcome with your customers
• You will have a framework to work with to anticipate your customers needs and to eradicate potential problems and complaints before they even happen
• You will be able to build up trust and effortless rapport with your customers
• You will be able to spot sales opportunities a lot quicker and clearer with the help of some proven strategies

OUTLINE

1. Improving your Communication Skills is the way to customer satisfaction

• What is the perfect communication model?
• Opening lines of communication with your boss, and other employees.
• Communications (face-to-face) (listening, presenting, questioning, etc.).
• Feedback to see how others see you (your boss, your office colleagues, other employees).
• Basic guidelines in given feedback
• Feedback in a pleasant and constructive way.
• How to give good feedback.
• Non-Verbal Communication Skills
• Exploring non-verbal communication.
• Test your non-verbal communication skills
• Why the smart secretaries master the art of listening well.
• Differentiating good from bad listening.
• The secrets to listening well.
• Listening and empathy responding.
• Listening skills- self-evaluation.
• General recommendations to improve communication skills.

2.How to achieve customers' satisfaction when building the Marketing Mix

• Product
• Price
• Promotion
• Place

3. Customer satisfaction is a Reflection of Employee Satisfaction

• Handling customers and employees complaints
• I have a couple of abusive, manipulative customers. Nothing I've done seems to work with them, they're always yelling, complaining, and trying to get me to lower my prices. What can I do?
• Because of circumstances beyond our control, we sometimes can't deliver our customers' orders on time. They get really mad. I'm not sure how to best handle them.
• Responding to angry customers.
• Understanding hostile customers
• Perception is Reality...How do Your Customers Really See You?

4.Basic methods to get feedback from customers to ensure their satisfaction

• Appreciative
• Focus group
• Interview design.
• Listening
• Questioning (face-to-face).
• Survey design.
• Using a satisfaction survey to achieve a competitive advantage in sales and marketing
• Beat the competition
• Improve loyalty
• Gain market share
• Reduce Costs

5.Measuring Customer Satisfaction

• Measuring The Seemingly Immeasurable: Knowledge Work And Customer Satisfaction) 
• Why do customers get upset? And how to measure it.
• WHAT To Measure

6.Blocks to Customer Focus

• Considerations for an effective customer service program as part of core strategy to serve customers well.

7. Building Customer relationship is a way to customer satisfaction

• How can I keep in contact with my customers
• Are there ways I can keep in contact with my customers without spending a lot of money
• How do you keep track of your customers' information
• My customers are from all over the world. Sometimes I have a hard time understanding what they want.
• How can I keep my customers buying from me

8.Managing To Retain Customers

• Many strategies to achieve it. 
• Each section will be explained on the presentation of real-life construction business situations, accompanied by many practical case studies, role-playing, group and individual exercises as an Implication for practice.
• On- Job Training shall be decided upon the approval. It depends on the needs of the trainees. We shall arrange it from two weeks to one month.