Establish Relationships for Customer Confidence Central

Course details

This course aims to impart you with knowledge and skills to build relationships in order to gain customer confidence. It involves learning about the methods to establish customer rapport, ways to handle post-sales follow-up, and how to respond to service opportunities and escalated service challenges. 

Target Audience:

This course is for supervisors and team leaders from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well. 

What You Will Learn:

• Develop knowledge of organisation’s product or service offerings & customer profile
• Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
• Provide post-sales follow up in accordance with the organisation’s guidelines
• Respond to service opportunities & escalated service challenges to reinforce customers’ confidence in the organisation

Course Outline:

Use Knowledge of Organisation’s Product/Service Offering & Customer Profile to Build Customer Confidence

• Communicate with the customer using in-depth knowledge of key features, benefits & relevant service offerings
• Identify appropriate channels to acquire relevant product/service offering knowledge when required
• Apply knowledge of customer profile to make suitable recommendations according to the needs of the customer

Apply Rapport-Building Techniques to Garner Customer Confidence According to the Organisation’s Guidelines

• Use the Organisation’s Service Vision, Service Brand & Service Standards as a guideline to effectively represent the organisation to the customer
• "Demonstrate appropriate rapport-building techniques using a combination of soft & hard skills according to the needs of the situation

Maintain a Lasting Customer Relationship through Post-Sales Follow Up & Respond to Arising Service Opportunities

• Determine appropriate post-sales follow up actions to be taken to maintain customer trust & support
• Identify arising service opportunities & proactively respond to the customer in anticipation of future needs

Manage Escalated Service Challenges within One’s Sphere of Authority

• Identify possible triggers in the service environment to reduce negative service experiences for the customers
• Determine steps to be taken to respond effectively to escalated service challenges according to the organisation guidelines
• Apply emotional management principles while dealing with difficult customers

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 4 / O-Level English AND

• 1 year of working experience in a supervisory role (preferably in the service sector) OR
• 3 years of working experience in the service sector (non-supervisory)

Teacher & Student Ratio: 1:25 (maximum capacity)