Creating and Maintaining Customer Satisfaction

Teacher

Admin22

Course description and benefits

This course will enable businesses to improve customer service procedures and management of both internal and external customers. Participants will adopt a more customer-centered approach to ensure customer satisfaction and profitability.

Who will benefit

General managers
Marketing executives
Customer relations executives
Entrepreneurs/business people
Customer relations executives
Public relations executives
Sales managers
Other interested stakeholders

Course Outline

Customer behaviours
Customer service and customer care
Customer feedback
Effective complaint handling procedures
Understanding and exceeding customer expectations
Management of internal customers

Course outcomes

On completion of this course, participants will:

Be able to build rapport with customers and handle challenging callers in a confident manner.
Have a clearer understanding of what customer satisfaction is.
Learn skills necessary to create a positive experience for the customer and strategies to develop long-term customer relationships.
Be grounded in techniques for effective customer complaint handling.
Be able to use effective questioning techniques to clarify customer needs and expectations.
Understand how to use different levels of communication and identify parent/child/adult dynamics in a call.

Course format

The course is a combination of classroom time and learning workshops. Classroom sessions are intensive and participative and will include a variety of approaches such as lectures, group discussions and practical exercises. A number of guest lecturers will also make presentations, aiding the overall learning experience.