Shaping the Direction of Customer Service in Your Organization

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Home - Products - Off-the-shelf Courses - Leadership and Management - Shaping the Direction of Customer Service in Your Organization

Shaping the Direction of Customer Service in Your Organization

Overview

 Duration: 1.5 hours

Does your organization face trouble in maintaining customer relationships leading to the loss of key customer accounts and a sizeable downsizing of your organization’s income?

Today, the success of a business hinges largely on customer relationships and is a key ingredient for business sustainability. The ultimate aim of any business is to become a trusted partner of the customer and differentiate itself from the competition through strong relationships.

Human beings value relationships. The paradoxical perspective to this statement is that maintaining relationships is the most challenging and complex part of this equation.

Customer relationships are built on experiences and not on transactions. In other words, customers want a human interaction and not a cold exchange of money for service or goods transaction.

With a wide variety of product and services available for the customer to choose from, the only way to sustain and grow your business is by creating a positive customer experience. These positive experiences go beyond what normally a business can achieve; connect emotionally with a customer.

In this course, you will examine a framework that will enable you to build a strong one-to-one relationship with new as well as existing customers. The framework will teach you how to reach out to customers, create value for them, and how to monitor and maintain the relationship. Further, the framework will help you build strong bonds with your customers and achieve the maximum possible customer satisfaction.

Developing customer relationship is a skill that helps your organization grow rapidly. Here, in this course, we will discuss measures to developing a successful relationship with your customers as outlined below:

  •   Types of Customers
  •   Involving the Customer–The Pre-requisites
  •   Creating Positive Experiences
  •   Monitoring Customer Relationship
  •   Using the CRARAM Matrix

At the end of this module, you will be able to:

  •   Classify your customers into broad categories and the ways to communicate with them
  •   Examine communication modes and styles that assist in building relationships with customers
  •   Examine values that can lead to a ‘Moment of Truth’ for the customer
  •   Explore ways of creating value to a customer
  •   Examine the role of trust in customer relationships
  •   Explore ways to measure and monitor customer satisfaction as a key component to developing relationships with customers

This course, which offers advanced skills in customer service, is meant to benefit:

  •   Budding entrepreneurs seeking to improve their customer relationships to increase business profitability
  •   Sales and business professionals in customer interfacing roles seeking to improve their sales performance by improving the customer experience
  •   Management executives seeking to refresh their skills in customer service to harness more out of existing customer relationships
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