Customer Orientation Techniques for Client Management

BACKGROUND

 

Customers are the life blood of the organisation and the reason of existence of any department in the organisation. A customer-oriented organisation places the customer at the core in all areas of its business – vision, values, goals, strategies, touch points, processes, operations, support, etc. In today’s dynamic business environment where customer loyalty is declining, it is imperative that you find a way to your customers' hearts to retain them and to win over new customers.

 

TARGET AUDIENCE
 

Professionals and executives who are involved in creating positive service touchpoints and experiences for their customers.

 

LEARNING OUTCOMES

 

By the end of the programme, participants will be able to:

  • Gain holistic appreciation of the importance of their customers

  • Apply emotional intelligence techniques to manage their customers

  • Develop strategies to create the WOW in customer experience

 

COURSE OUTLINE

 

Appreciate and Empathise with Your Customers

  • Customers Are Not Equal

  • Understand the Value of a Customer

  • Importance of Focusing on the Customer

  • Recognise Customers’ Needs and Wants

  • Identify Customers’ Expectations

 

Develop Emotional Intelligence to Deal With Customers

  • Goleman’s Emotional Intelligence Model

  • Self Awareness

  • Self Regulation

  • Motivation

  • Empathy

  • Social Skills

 

Customer Orientation and Service Excellence

  • Principles of Service Excellence

  • Do You Have the Right Mindset?

  • Your Personal Assessment

 

 Customer Touchpoints

  • What are Customer Touchpoints?

  • Making Touchpoints Customer Focused

 

Customer Feedback

  • Moments of Truth

  • Voice of Customer

 

Handle Challenging Customers

  • Managing Customer Complaints

  • Dealing With Angry Customers

  • How to Resolve Conflicts

  • How to Say “No” Nicely

  • The Art of Apologising

 

Win Over Customers

  • Cialdini’s Six Principles of Influence

  • Principle #1: Reciprocation

  • Principle #2: Commitment and Consistency

  • Principle #3: Social Proof

  • Principle #4: Liking

  • Principle #5: Authority

  • Principle #6: Scarcity

 

Create Customer WOWs

  • Principles of Customer WOWs

  • Creating Customer WOWs in Your Organisation

 

Becoming a Customer Centric Organisation

  • Building Emotional Engagement with Customers

  • Customer Experience Management

  • Customer Related Performance Measures and Rewards

 

LEARNING METHODOLOGY

 

The course will be activity-based including interactive with experiential and accelerated learning.  Participants will be engaged in group discussions, role plays and case studies for optimal learning and maximum results.


COURSE DETAILS

 

Date : 18 & 19 August 2016

        6 & 7 October 2016

 

Time : 9 am to 5 pm

 

Course Fees : S$899.00 (no GST)

 

Course Duration : 2 days

 

10% Early Bird Discount or 20% Group Discount

 

Productivity & Innovation Credit (PIC) claimable

 

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