Course Overview:
Dynamic Customer Relationships

Can your organization survive the increasing onslaught of competition in today’s marketplace? Any organization’s ability to survive and prosper depends on its’ ability to discover how to identify and satisfy its’ customers’ needs. Successful organizations contain people who have been thoroughly trained on how to establish and maintain strong relationships with their customers.

Employees must be able to deal effectively with complaints and difficult customers-- creating opportunity from adversity. This Workshop can provide all of these critical skills in a fast-paced, interactive presentation that will ensure top-notch customer service. “It costs six times as much to get a new customer than it does to keep an existing customer!”

The areas covered in the program include:

  • Importance of customer perception--more important than ever
  • Future of technology—application to your customer service
  • Dilemma of customers leaving and going elsewhere
  • Understanding the energy associated with positive and negative experiences
  • Your professional image
  • Definition of quality
  • Planning a customer interface
  • Listening to customers--turning complaints into positive opportunities
  • Working more effectively together as a team
  • Importance of keeping company problems within company to build a positive image

Top value of this Workshop is the feedback participants give in class and on the evaluation surveys. This valuable feedback can be used to start initiatives within the target organization and improve your current initiatives or goals.

Learn how to:

  • Understand and get to know your customers.
  • Build productive partnering relationships with your customers.
  • Feel the power of turning a customer complaint into an opportunity.
  • Demonstrate customer appreciation.
  • Create customer loyalty.

Target Audience: Employees who interact with customers by phone or in person comprise the target audience. Customer contacts may be at work or outside of work hours.

Optimal Program Length: 1 Day

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