Seminar
CEGOS' Managing Customer Relationship
Good customer service used to be the biggest concern by most enterprises. But now it is far from enough to just provide good service. Only by setting up a stable and lasting customer relationship can enterprises keep their competitive edge. The key point is to show our passion and empathy to customers, but usually we don’t associate these with work situations. To win the customer loyalty, we have to incorporate these elements into the interactions with them, focus on their deeper needs, and make them feel that they need you. This course will help participants turn “customer satisfaction” into “customer preferences”.
All CEGOS open courses are upgraded!
- Equipped with LearningHub platform
- Every learner will presented with the following e-Learning courses for FREE!
All CEGOS open courses are upgraded!
- Equipped with LearningHub platform
- Every learner will presented with the following e-Learning courses for FREE!
Summary
Good customer service used to be the biggest concern by most enterprises. But now it is far from enough to just provide good service. Only by setting up a stable and lasting customer relationship can enterprises keep their competitive edge. The key point is to show our passion and empathy to customers, but usually we don’t associate these with work situations. To win the customer loyalty, we have to incorporate these elements into the interactions with them, focus on their deeper needs, and make them feel that they need you. This course will help participants turn “customer satisfaction” into “customer preferences”.
Attendees
* Salesmen or sales support who need to interact with customers from pre-sales to after-sales, no matter through face-to-face, phone, or email
01
Preparation before seminar
02
Outlines
1. Understanding the drivers of customer preference
* Re-thinking your contribution to the customer relationship
* Distinguishing between customers’ implicit and explicit expectations
* Analyzing the mechanics of customer satisfaction
* What is customer loyalty
2. Developing your professional engagement towards customer service
* Linking your role with company goals
* Facing customers
* Managing customer conversations
3. Showing empathy
* Exploring the impact of emotion in interpersonal communication
* Showing the customer our respect and consideration
* Developing confidence in interactions
4. Influencing customers with integrity
* Enhancing your customer service skills
* Encouraging customer loyalty
* Preserving relationships in difficult situations
5. Anchoring customer preference
* Keeping your promises to the customer
* Advising the customer wisely to win repeated business
* Anticipating customer needs and knowing how to surprise them
* Re-thinking your contribution to the customer relationship
* Distinguishing between customers’ implicit and explicit expectations
* Analyzing the mechanics of customer satisfaction
* What is customer loyalty
2. Developing your professional engagement towards customer service
* Linking your role with company goals
* Facing customers
* Managing customer conversations
3. Showing empathy
* Exploring the impact of emotion in interpersonal communication
* Showing the customer our respect and consideration
* Developing confidence in interactions
4. Influencing customers with integrity
* Enhancing your customer service skills
* Encouraging customer loyalty
* Preserving relationships in difficult situations
5. Anchoring customer preference
* Keeping your promises to the customer
* Advising the customer wisely to win repeated business
* Anticipating customer needs and knowing how to surprise them
03
Follow-up after seminar
Objectives
Schedules
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Open Course
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Seminar Inquiry
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Our Honors
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