1. Identify the principles of effective customer relations, from outstanding to poor.
2. Describe the concept of personalized customer relations.
3. Demonstrate effective problem-solving in customer relations.
4. Explain the concept of dealing with negative customer reactions and problem
resolution.
on completion of this course, the student will be able to:
1. Discuss the importance and goals of exceptional customer relations.
2. Describe the different techniques in approaching customer relations.
3. Compare customer relations programs and industry standards.
4. Analyze methods used by companies famous for quality customer relations.
5. Analyze the attributes of a good customer relations-oriented business.
6. Describe and apply the problem-solving process as it relates to customer relations.
7. Identify a personal working style to maintain good customer relations.
8. Manage conflicts with co-workers and customers.
9. Describe how new technological trends are affecting customer relations.
his course will focus on these topics:
1.A Customer Centered/Focused Organization
How important is good customer service really? The evolution of Customer
Service, TQM, Perceptions, The ‘Hot Button' of the ‘90s
2.Taking an honest look at your own customer service
Your current customer service profile, Self-evaluation – honestly! How does
your company rate? Protocols, How do you & your company deal with
Feelings?
3.Your company's Customer Service focus
In-focused, Customer-Focused, The 3 Basic Elements of Excellent
Service, Are you friendly to customers? Customer Friendly
Reflections, Expanding your understanding of your Company's Definition of
Service
Developing a Winning Customer Service Strategy
What are your current Customer Service Strategies? Key Strategies, Top down
Approach,
Developing a Winning Customer Service Strategy
What are your current Customer Service Strategies? Key Strategies, Top
Down Approach,
4. Actually using the Feedback you ask for, Know yourself & it shall be true! The
creation of client-centric practices, The sheer economic necessity of Top
Customer Service
5.The "Plus's" of exceptional Customer Service
Critical success factors, Consistency, Criteria, Recognizing
Excellence/Reward & Recognition Factors, Awareness, Education
6.The WOW Customer Service Training & Service Excellence
The wisdom of choosing appropriate training, Brainstorming & Problem
Solving Customer Service Enhancers, TIPS - The Coaching Approach, The
Listen & Learn Approach
7.Which is the way to go: Surveys/Questionnaires, Interviews or Focus groups?
Surveys, Questionnaires, Interviews, Focus Groups, Who should conduct or
run them? Which one should you use? HOW TO prepare a Top Customer
Service Survey
8.Acquiring Customers & Keeping Them
Put yourself in the customer’s shoes, What does my customer actually
want? Standards – making, measuring & managing, What you can measure
you can manage, Reinventing your processes to suit the customer, Quality
Groups What NOT to Do if you want to keep your customers
9.Those ‘Extras' & Miscellaneous Factors
Body Language, It's How You Say It that really counts, Your computer isn't
always your best friend, The differences between data and information, The 2
"E's" – Ethics & Espionage
10. When the Going Becomes Rough -- What to Do!
When you need to say NO and how to say it! Seeing Red and Dealing with
It! Take the Initiative and Bounce Back
11. Working in the World of the WEB!
The Internet has changed the rules & HOW! Automating the personal
touch? Clicking with your Customers, Developing Trust & Loyalty –
online, Customer Acquisition, Some rules for staying on the road to Success
with E-Commerce
12. CRM – It's not just an Option – It's here to STAY!
Exactly what is CRM? Is it the Latest & Greatest? How do we use it? Automating the
personal touch, Defining the technical requirements, Choosing the right CRM
tools, The amazing power of CRM, and The correct CRM program for you, What
defines success with CRM?
13. Customer Service Management Options of the Future!
People Orientated? Technology Orientated? Strategies, How to best organize
Customer Service for the future
