Consultative Customer Relationship Management Service Skills
Course Overview
This one-day program is to equip frontline and back office sales & support personnel with the essential quality service skills. They will come to know the joy of delighting the customers with a heart and a smile.
Course Objectives
At the end of this one-day workshop, participants will:
- Understand the importance and impact of quality customer service to themselves and the organization.
- Seek to understand the customer better in order to serve them with a greater satisfaction.
- Learn & apply the Consultative CRM Service Cycle to Wow the Customers for better business outcome.
- Able to apply acquired communication skills in the work place for better performance and relationship.
- Be Aware of ways for self-improvement and better team service spirit.
Course Outline
- Understanding the importance of quality customer service to self & company.
- Consultative CRM Service Cycle
Realizing : What matters most to the customers
Relieving : Taking care of customer emotions & needs before providing solutions.
Reaching : Hi-Touch Communicate & connect with the customer at the heart level
Recommending : Match solutions, steps & timing to customers’ needs & satisfaction.
Recovering : Turning difficult situations into positive & win-win outcome
Restoring : Winning customers’ confidence and increase loyalty with creative CRM
- Managing customer perception by our attitude and appearance.
- Listening and communication with a heart.
- Practical telephone techniques in handling customers.
- Innovative Tips & Superior Service Tactics To Delight Customers & Self
- KPI Mapping with Self Improvement action plan
Training Methodology
Short lectures, experiential learning through interactive games, case-studies, role-plays, video recording, group discussion and self critique
Who Should Attend
Executives & frontline staff
Program Duration
1 day
