HOW TO DELIVER GREAT SERVICE Make first impressions positive and lasting Maximise your relationships and bring customers back to your organisation through positive service provided by your frontline staff. This course is designed to develop skills in satisfying customer needs and dealing with difficult customers. Greatly improved organisational image and personal effectiveness will result from this excellent customer care course. Why attend? • Discover what service looks like through the eyes of the customer • Identify customer needs through effective communication • Employ active listening skills and display genuine empathy to create good first impressions for your customers • Learn effective ways of dealing with conflict and develop assertive responses to handle difficult customer situations • Recognise and respond to internal customers and their needs. Who should attend? Anyone working at the frontline of customer service. This will include retail staff, receptionists, service desk staff, counter staff in government departments and anyone else dealing directly with external and/or internal customers. Course details: 1 day 9.00am – 4.30pm
BUILDING CLIENT RELATIONSHIPS Maximise your Return on Relationship Building relationships and effective account management form the basis of successful sales strategies. This course focuses on ways to build successful stakeholder engagements, close sales, retain business and increase referrals through the effective servicing and management of one-on-one relationships with clients. The interpersonal aspects of developing mutually beneficial relationships are covered with reference to relationship management models designed to maximise the Return on Relationship (ROR). You will explore ways on how to be proactive with existing and new relationships by engaging in authentic interactions that are seen as valuable to the client. This will involve interpersonal skills as well as gaining a deeper understanding of the needs of clients. These genuine, high integrity relationships provide the maximum potential to gain sales from clients or positive interactions with key stakeholders. Why attend? • Define client relationships and the importance of communication and relationship building • Develop plans to build relationships and strengthen client loyalty using tools such as mapping and prioritising, social media and CRM (Customer Relationship Management) • Discover ways to increase your accessibility and flexibility to better manage the preferences of clients and stakeholders • Identify and improve your NQ (Network Quotient) through self-assessment • Learn how to accurately measure customer satisfaction and to value and act on client criticism for positive outcomes • Build and maintain client relationship and communication networks. Who should attend? Account managers, client relationship/liaison managers, sales executives/representatives and technical people who support the sales process in a client-facing role. Course details: 2 days 9.00am – 4.30pm
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