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customer service programs

how to handle difficult customers

Introduction
Winning companies are those who have a growing level of customer loyalty - and a team of professionally trainer customer service officers to manage the customers. Not just a theory of good customer service…but a total organizational strategy built around customer needs. Why not join the winner's circle by structuring a corporate plan that enhances the total customer experience?

Quality service will give you the competitive advantage you need to survive in a tough business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your internal and/or external customers can directly affect your individual goals as well as your team’s and company’s performance.

There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Good Service also makes customers happy! Make a significant contribution to your company's image or bottom line and make your own lives easier.

PROGRAM OBJECTIVES

This program shall enable participants to achieve the following objectives:
• Develop their people skills, manage emotions and events in a positive, proactive manner ;
• Discovered their personality styles and be able to predict more accurately the behavior of customers, especially difficult ones using the extended customer service profile ;
• Learn the immediate skills on how to turn around tough people and situations with tact and skill ; and
• Bring out the best in all kinds of people and discourage behavior which impedes performance.
• the course can also include teambuilding activities upon request.

COURSE OUTLINES

Reality Check—Our True Relationship with Customers

• Learn the Reasons for the Failure of Customer Initiatives and Why Customer Loyalty and Satisfaction Have Reached Their Lowest Levels
• Understand the Current Status of the Company-Customer Relationship
• Perform a Competitive Analysis for the Target Market Segment
• Recognize the Conflict between Product Strategies and Customer Strategies
• Understand the Core and Augmented Customer Needs and Wants
• Recognize the Central Importance of Customer Strategies
• Take the Company-Customer Aptitude Test to Assess the Current Situation

Customer-Centric Strategy Overview

• Define What a Customer-Centric Strategy Is
• Differentiate between Customer-Centric Companies and the Rest of the Pack
• Learn How to Set the Right Priorities to Become a Customer-Centric Organization
• Understand the Basic Architecture of a Customer-Centric Strategy
• Develop a Mission Statement and Corporate Objectives to Launch Customer-Centric Strategy

Developing Customer Experiences and Relationships

• Learn the Basics of Customer Segmentation
• Conduct a Relationship Analysis
• Define the Roles of Both Customer and Corporation
• Understand the Dynamics of Experiences and Relationships
• Map the Customer Experience
• Develop the Customer Experience- Moments of Truth

Organizational Development—Part 1

• Understand How Customer Experiences and Relationships Are Created and Built
• Learn the Basics of Building an Experience-Based Organization
• Identify Characteristics of the Right People to Hire
• Understand the Principles of Training and Empowerment
• Recognize Organizational Processes That May Conflict with Implementing an Enterprise-Wide, Customer-Centric Strategy

Organizational Development—Part 2

• Create a Customer-Centric Performance Evaluation and Compensation Plan
• Gain Insight into Classical Pitfalls and How to Avoid Them
• Identify Processes That Conflict with Your Customer-Centric Strategy
• Learn What Tools Are Required to Successfully Implement the Strategy
• Identify a Team to Create the Cultural Change and Lead the Strategy

Delivering the Relationships—Customer Dialog

• Build a Customer Dialog
• Develop Listening Methods
• Develop a Customer Idea Management System
• Improve Methods to Provide Feedback to Customers
• Deal with Complaints and Negative Interactions
• Understand the Dynamic Nature of the Relationship
• Recognize the Trends That Can Alter the Relationship
• Identify Relationship Alternatives

Measurements for Success

• Develop Measurements to Justify a Customer-Centric Strategy
• Build a Customer-Experience Index
• Define the Metrics and Scorecards to Track the Success of the Strategy
• Apply Measurements to Each Department in the Organization
• Build Long-Term View into the Strategy
• Learn Best Practices of Customer-Experience Measurements

Starting Tomorrow—Action Plan

• Assess Your Current Position and Gaps in Your Desired Strategy
• Create an Action Plan for Tomorrow
• Learn How to Engage the Whole Organization
• Determine Where to Start


METHODOLOGY
Lectures, discussions and presentations.

who should attend
managers, supervisors, customer service staff and all staff that have contact with customers

duration: 14 hours

*program timing can be tailored to meet your requirements

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