Details
The market during the industrialization era had a product orientation rather than a service orientation. However, today the shift is from product-orientation to service-orientation as service orientation directly impacts an organization’s sustainability.
So whether an organization is big or small this customer/client centric activity is on paramount importance. Thus Vinsys, a leader in industrial and corporate training, brings to you a full-fledged course on Customer / Client relationship management.
ABOUT THIS COURSE
Through this course, the participants will learn and comprehend amazing nuggets about customer centric. Our outstanding trainers with 20+ yrs of experience have designed this program that enables the participants to apply their learning to their real
life upcoming experiences. This connection transforms into their take-with-self learning which makes our training a high impact one catalyzing greater recall and stronger returns on investment for the organization.
Outline
- Introductions
- Breed familiarity with and amongst participants.
- Clarify learning expectations.
- List the learning outcomes.
- Service Philosophy and Need
- Appreciate the importance of customer centricity in today’s dynamic business environment.
- Describe service categorization and its business reasons.
- State the three steps leading from good to wow customer experience.
- Distinguish need versus want versus requirement versus expectations.
- Build service bridges with customers
- G.L.A.D.D.E.N model in action:
- Greet the customer
- Listen to the customer actively
- Acknowledge customer queries and concerns
- H.E.A.T – The management of tough customers
- H = Hear them out
- E = Empathize
- A = Acknowledge
- T = Take action
- K.A.N.O model
- Actions that delight the customer
- Create value to establish long-term relationships with customers
- Manage customer emotions
- Tips for triggering customer decisions
- Craft action plans
- Write down their S.M.A.R.T goals
- Chalk out three areas for improvement
- Appreciate the value in the commitment to apply time and monitor progress
Vinsys, a globally acclaimed individual and corporate training provider, has a legacy of empowering professionals with knowledge since 15+ years. Till date we have enlightened and trained 600,000+ professionals around the world. Today, we have spread our wings across the globe and have footprints in Australia, China, India, Kenya, Malaysia, Oman, Singapore, Tanzania, UAE and USA. We are renowned players in conducting corporate training and open house workshops in Information Technology, IT Service Management, IT Governance, IT Infrastructure Library, Project Management, Behavioral and Management Solutions; and Foreign Languages for enterprises and governments worldwide