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Customer Orientation Techniques for Client Management



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.



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




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




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




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.



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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