- People Management
- Absence To Attendance
- Coaching For Performance Improvement
- Disciplinary and Grievance
- Leadership and Leading Change
- Performance Management and Appraisals
- Recruitment and Selection
- Personal Development
- Communicating Assertively
- Conflict Management
- Diversity and Cultural Awareness
- Effective Meetings
- Effective Working Relationships
- Presentation Skills
- Rewarding Customer Relationships
- The Sales Relationship
- The Strength Deployment Inventory
- Time and Priority Management
- In House Training Programmes
- Experiential Learning Games & Simulations Shop
- Team Development & Conferences
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Rewarding Customer Relationships
This customer service workshop goes beyond simply explaining good customer service tips that participants could read in a book.
Fierce competition means there has never been a better time to get customer service right, but knowing how it should be done can be confusing. A uniform method for dealing with customer relationships might not necessarily get desired results. People are different. Different things frustrate them, different things cause dissatisfactions, different responses and ways of relating to them can either calm and resolve the situation for some customers or irritate and fuel the fire for others.
The ability to quickly recognise these differences, what the customer values in a relationship or what they consider to be issues of primary concern sets the ground work for establishing positive customer relationships.
During this workshop participants will not only learn how to recognise such differences but also how to tailor their communication and relating style to fit the customer.
Core Learning Objectives
Through the use of a simulation activity, participants will experience and learn;
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The devastating effect of poor customer service on an organisation
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The need for customer care to be seen as a continuous process
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The importance of good customer relationships
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That customer loyalty can be a fragile flower that needs constant tending
Participants will also;
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Understand their own style when relating to customers
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Understand what makes different customers tick
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Learn how to communicate with different types of customer
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Be able to relate to and treat different customers in ways that the customer likes to be treated instead of ways that they themselves would like to be treated
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Understand what frustrates, irritates and triggers conflict in customers
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Understand how their own natural style may irate certain customers even more and how to borrow other behaviours for different customers to diffuse an angry customer
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Know how to relate to customers so as to manage frustrations, complaints and conflicts
What it Can Deliver
This programme can impact at a number of levels and areas depending on your requirements and we would work in partnership with you to design and deliver a tailored session. To find out more about the typical features this programme can deliver click here.
Interested?
If you would like to arrange a no obligation meeting, make an enquiry or book one of our programmes, please complete a
contact us form and one of our consultants will get in touch with you.
