Customer – Focused Innovation

SUITABLE FOR:

Customer Services Directors, Senior manager, Managers, Supervisors and employees dealing with different types of customers.

OBJECTIVES:

At the end of the course, delegates will have:

• Acquired the skills to increased sale, improved profitability and bigger market share from building long term customer relationships.
• Acquired the ability to deliver competitive advantage for your company
• Benefited from increased personal success, self-confidence and professionalism.
• Both the motivation and the advanced skill- set needed to apply the customer-focused framework.

SUMMARY:

Within a customer-focused culture, customer service teams need to deliver first class service at the front-line. In a pressurised environment they need to build a strong morale, a high sense of team spirit and feel supported by the internal service culture. The topics covered include:

• Promoting the quality image of the organisation
• Dealing with enquiries
• Understand the skills and various methods required for the effective communication with customers
• Dealing with difficult situations
• Successful handling of complaints
• Motivation - become customer oriented
• Customised benefit analysis related to a buyer's needs
• Total value Analysis
• Case Studies