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Managing Customer Relationships
Description
Customer service has become more important than ever, giving new meaning
to the old adage «the customer is king». Good customer service, however,
is more than just «bowing before the king». It means understanding the
customer’s requirements, managing the customer’s expectations and meeting
or even exceeding those expectations. Good customer service requires a
wide range of expertise that encompasses communication and language
skills, technical knowledge and particularly a desire to meet the customer’s
expectations.
The objective of this course is to help participants improve their skills in
communicating directly with customers and effectively managing customer
relationships to provide excellent service. A full range of situations is covered
from initial contact through to handling awkward customers and complaints.
Consideration is also given to cultural issues and the handling of relationships
with customers of different nationalities.
Course Content
- Evaluating the “moments of truth” in service delivery
- Listening to customers and communicating with them effectively
- Managing customer expectations
- Retaining existing customers
- Handling difficult customers and complaints
- Using customer relationship management (CRM) to get the most out of relationships with customers
- Performing service recovery to retain unhappy customers
- Identifying opportunities for relationship development
Duration
1 or 2 days for up to 12 participants
Target Audience
People involved in managing customers.