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Notre offre > Formations > Be comfortable in the customer relationship

Durée

2 days

Public

Technicians, administrative staff, customer relations centers, commercial services assistants

Objectif

  • State your role in achieving a differentiated branded customer experience.
  • Shape and deliver your customers’ expectations.
  • Identify the relationship between effective communication and customer loyalty.
  • Handle customer complaints and objections successfully, using new tools, tips and techniques.
  • Maintain a positive, customer-focused attitude, even in challenging situations.
  • Deliver consistent service excellence at every customer ‘touchpoint’.

Programme

What is a Differentiated Customer Experience?

  • Internal and external customer service, and customer service teams
  • Your impact on the customer experience
  • Projecting a ‘brand’ image

Meeting Customer Expectations

  • Understanding customers’ needs and expectations
  • Why do customers complain?
  • Barriers to effective communication

Communicating Positively with Customers

  • The impact of poor listening and questioning
  •  Using information effectively
  • Giving ‘bad news’ and saying ‘no’ constructively

Turning Complaints Into Opportunities  

  • Defusing a difficult situation
  • Demonstrating empathy – exploring options and alternatives
  • Balanced behaviour responses

Ensuring Consistent Quality Service

  • Acting on feedback from customers
  • How to influence customer loyalty
  • Improving the brand experience

Méthodes pédagogiques

This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work to see how you can improve the quality of customer service you provide.

Ces formations pourraient vous intéresser

Durée

2 days

Public

Technicians, administrative staff, customer relations centers, commercial services assistants

Objectif

  • State your role in achieving a differentiated branded customer experience.
  • Shape and deliver your customers’ expectations.
  • Identify the relationship between effective communication and customer loyalty.
  • Handle customer complaints and objections successfully, using new tools, tips and techniques.
  • Maintain a positive, customer-focused attitude, even in challenging situations.
  • Deliver consistent service excellence at every customer ‘touchpoint’.

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