Length: Two days
Who will benefit from this course: Managers, Supervisors of service companies, store managers, CS executives, and others who need to build good relations with customers
Class Size: 15-30 participants
Loyal customers. They’re the engine of every business. Yet how do companies equip employees to perform their role of winning and retaining customers? Of figuring out customer priorities? Of applying tested strategies to foster enduring relationships? Soft Strength™ Coaching brings companies the right tools to cultivate valued, lasting customers.
This course will bring you benefits as bellows:
· Better service awareness;
· Improved service quality;
· Practical service skills;
· Friendly and beneficial customer relations;
· Repeat customers;
· Better resolution of customer conflicts;
Course Outline:
1. Defining Superior Service; Improving Service Attitudes
· Understand How Customer Service differentiate you from competitors
· Identify customer needs and Define five-star customer staff
· How to make loyal customers
· Internal and external customers
· Measure customer service performance
· Develop right service attitudes
2. Creating Professional First Impression
· Moment Of Truth and On The Stage
· How do customers judge us?
· Pay attention to customers
· Build positive first impression on phone or face to face
· Remember and use customers’ names
3. Building Enduring Customer Relations, Increase loyalty
· Use “customer continuum” to profile a client
· Learn important Human Relation Principles
· Make the customer feel important and build trust
4. Communicating with customers effectively, and making them more satisfied
· Communication barriers
· Be responsive
· Effective listening and questioning skills
· Various forms of customer communication
5. Resolving Customer Complaints and Managing Emotion and Stress
· See complaints in a positive view
· Deploy our unique process to work with dissatisfied customers
· Use effective make-ups to solve the problem
· Gain from complaints
· Manage stress and keep a good mood
6. Exceeding Customer Expectations; Discovering Business Opportunities
·“Go Extra Miles”
· Develop selling sense in service
· Set service goals and develop action plan
· Continuous improvement
