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Training & Development  > Sales and Marketing
CUSTOMER EXPERIENCE AND LOYALTY

PURPOSE:

The purpose of program is to learn the ways of providing quality service to customers and the effective elements of communication, to adapt to different customer profiles as well as developing a professional approach to them.

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CONTENT:

  • Human capital in service

    • Brain, Heart (employee) and Customer Capital

    • Customer's importance

    • Customer - Regular Customer - Loyal Customer - Faithful Customer

  • 4 levels of service

    • Good service - Bad service samples

    • Demands and expectations

    • 2 Aspects of Service - Concrete and Abstract

    • Factors that make a difference in service

    • To be a brand - To be ahead by a nose

  • ​Good service

    • Scope of the service

    • Customer Experience

    • Greeting - Hospitality - Farewell

    • Balance of External Service - Internal Service

    • Action - Discourse

  • 4-minute service training

    • 10 Basic Rules

    • Do's and Don’ts

    • Practices

  • Complaint management

    • Why do we lose customers?

    • Each complaint is a gift

    • Owning the problem

    • Carefully listening to the customer

    • Positive job description

    • Practice: Poster Study

  • Personal quality

    • What is personal quality? What makes us win?

    • “Say and Check” person, "Tell and Let Him Do” person

    • Single Baggler - Double Bag

    • Don’t murmur, say

    • Being a Winner - Loser

  • Communication comes first

    • How does the message act?

    • Basic elements of communication (voice - word - body)

    • Different Ways of Behavior

  • Profiles

    • Practice: Profile Test

    • Getting to know the profiles

    • Profile samples and videos

    • Poster Study - Communication Notice, Creating a Customer profile

    • NLP - Convergence and Keeping pace

    • How do we treat to whom? - Role Plays

    • Deal with difficult customers

      • 2 ear + 1 mouth

      • Positive & negative statements

      • Listening as much as talking

      • Being a good listener

      • Listening? Understanding?

      • Where to Empathy?

      • Understanding? Seeing eye to eye?

      • What is empathy?

      • When will we be emphatic?

      • Showing interest in the customer – How far?

      • Types and styles of interest

      • Practice: Chain of Interest

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DURATION:

2 Days

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PARTICIPANT PROFILE:

All managers and employees who have contact with the customer

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