INTRODUCTION
This course focuses on FUNDAMENTALS! To know what are the
very basic things which we tend to forget;
The dos and donts of Customer Interface
The Key Characteristics of Effective Customer Service People
How to Identify Internal Customer Needs
What turns clients On and Off
USAUGE OF PERSONAL ASSETS! We have the qualities which we can bank on;
How to use Effective Persuasion and Language Patterns with Customers
Techniques for Adjusting to Different Styles
How to Deliver Bad News
To Defuse Angry Customers Using Effective Listening and Other Techniques
INTROSPECT AND LEAD! Action needs to be balanced with prior
thinking;
Abilities for Handling Different Customer Preferences and Practices
To manage Gaps in Understanding with Customers
Profile and Analyze your client
Pre-qualify clients before you meet them
BRUSH UP YOUR SKILLS! It does not mean you dont have it but all of us
need to brush up to sharpen the skills which might have rusted without
much usage;
Effective Telephone Skills, emails
The Importance of Emotional Competency
Right pricing strategies to win clients in tough times
Convincing Clients
Overcoming Objections
LAST BUT NOT THE LEAST! Dealing with the tough times with exemplary
customer service;
What to expect in tough times and boom times?
What works and what does not?
Prospecting for new clients in tough times
Survival strategies for difficult times
Prepare your base position, non-negotiable & concessions
What turns clients On and Off
Recovering Lost Customers
Relationship Selling in tough time
OBJECTIVES
Course Overview
In times of crisis, such as the current worldwide recession , the
dramatic changes in the economic situation has led to quite a few people
losing jobs as companies cut costs or restructure their organization. In
this scenario are we staying focused, I mean Customer focused?
So if you think you are customer focused, how do you demonstrate that
customer focus? Especially in present crisis when your customer needs
re-assurances?
Or are they just empty words where you don't put your
customers first, even though, when you stop to think about it, the
economics are on your side.
Special takeaways for all participants:
Capture Customer Cooperation
Raise the Probability of Positive Customer Responses
Understand your Personality Style and that of Others
Respond Effectively to Specific Customer Behaviors
Build Ongoing Trust with Repeat Customers
Use e mail that motivates the customer
Enhance the Listening Skills to reduce Negative Responses
Manage a Variety of Customer Satisfaction Scenarios
Enhance Skills in Negotiating-Improve Customer Problem Solving
Techniques.
TARGET AUDIENCE
Who Should Attend
Business Development Managers
Corporate Sales Managers
Customer Retention & Loyalty Managers
Customer Service Managers
Database Marketing Managers
Loyalty & Relationship Marketing Agencies
Market Research & Analysts
VPs of Marketing & Sales
Business Heads
All levels of executives especially from Sales, Marketing, Key Accounts,
Management, Client Servicing & Customer Service
All those who interfaces with external or internal
customers Customisation This training would be customized to suit your
priorties through the pre training questionnaire.
Internal training This program is also available for in-house training.
TESTIMONIALS
We are committed to the application of classroom learning to
the workplace setting. We employ a variety of instructional training
methods to assure skills transfer. These include:
Group Dynamics
Guided Conferences
Simulations
Case Studies
Lecturettes
Skill Practice Exercises
Interactive action learning Worksheets
Group discussions Case-studies
Application practical sessions and useful checklists
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