Build Relationship with Customers - Supervisory

At the end of the course, the participants will have the knowledge and application skills to build relationships with customers in service  environments, which include building customers confidence, maintaining and developing customer relations and handling referred difficult customers.

The methodology adopted in this workshop is one based on the principles of competency-based training, with a good combination of lectures, discussions, activities, case-studies and role-plays. The participants will have the opportunity to put classroom learning into practice via a workplace assignment where you will develop a customer loyalty programme or customer rewards scheme. This written assignment has to be submitted within one month from the last day of the course.

Supervisors and team leaders of service-related industry.

Build Customers’ Confidence

• Principles of expressing a genuine interest in customer needs and preferences to enhance customer commitment and build a return customer base
• Importance of building customer relationships
• Qualities of service professional when interacting with customers to assure customers of quality customer service
• Product and service knowledge, organization service procedures and policies and related legislations to meet customers’ needs
• Know the professional ethics and related regulation
• Techniques for identifying and clarifying customer needs and preferences
• Methods of applying knowledge of customer needs and preferences to maximize sales
• Methods for balancing and coordinating service delivery

Maintain and Develop Customer Relations

• The organisation’s policy and procedure for general post sales or service support
• The organisation’s policies for handling routine after sales or service issues
• Specific ongoing support available to the organisation’s customers
• Methods and purpose of customer follow-up
• The organisation’s policies and procedures for the use of the customer database
• Techniques for monitoring database use
• Principles relating to the confidentiality of customer records
• Legal requirements associated with maintaining a customer database
• Principles for using a customer database to follow up with regular customers
• Principles for using a customer database to identify customers for marketing and promotional purposes
• Principles for using a customer database to coordinate customer clubs and reward schemes

Handle Referred Difficult Customers

• Organisation’s complaints procedures and policies
• Handling of referred complaint professionally
• Communication techniques for active listening and questions skills to confirm customer issues with customer
• Use effective communication techniques to develop rapport with the customer and consolidate customer confidence
• Profiles of difficult customer types
• Methods for minimizing customer frustration
• Techniques for resolving customer problems
• Techniques for developing mutually acceptable resolutions for customer issues or complaints.