Course details
INTRODUCTION
Customer satisfaction is not enough in this competitive environment. Organizations need to seek to build customer loyalty by building strong relationships with each customer. In this workshop, participants will take a deep dive into the hearts & minds of their customers, learn to build customer confidence using their rapport building skills as well as product knowledge. One of the often overlooked opportunities to build customer loyalty is when service challenges arise. In this module, learners practice the techniques to gain loyalty by recovering these situations and delighting their customers.
This course is conducted by Capelle Academy (CET).
OBJECTIVES
At the end of the course, participants should be able to:
- Develop knowledge of organization’s product or service offerings and customer profile
- Establish customer rapport to build customer confidence in accordance with the organization’s guidelines
- Provide post-sales follow up in accordance with the organization’s guidelines
- Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organization
METHODOLOGY
- Experiential activities
- Individual and group activities
- Case scenarios
- Skills practice
- Lectures
- Personal reflection and action planning
WHO SHOULD ATTEND
This program is designed for frontline service staff
Updated on 08 November, 2015Course Location
About Organisational Development Concepts Pte Ltd
We_The was established by a team of professionals passionate on OD who saw the increasing demand for customised training intervention, and the increasing need of a one stop provider.
The We_The management team have more than 47 years experience in the OD and HRD fields. Together with its in-house management consultant and a team of 80 associate trainers as well as subject matter experts in various fields, we are here to serve and support your organizations developmental needs.
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