125

Customer relationship management with external customers who

Foreign Customer Relations Management course Customer CARE

Course Duration: 2 days

Introduction

In the context of a turbulent and increasingly demanding external environment, in which the response time of requests from external customers/consumers, the team of any company interacting with external clients is increasingly required. We are not only discussing the speed, but also the accuracy of the answers.

Objectives

The course aims to develop the skills and skills needed for teamwork. This team skills Development program will help you to:
• Understanding customers ' expectations in relation to the organization;
• Understanding their own role in relation to the expectations of the client;
• Understanding customer needs and providing solutions and alternatives in response to them.
• Knowledge of key points in building a quality customer Service
• Knowledge of the principles and attitudes underlying a good customer service department

Methodology

This programme is based on collaborative activities in small groups, as well as discussions and analyses in plenary on the results of the team. The programme also provides interactive exercises and case studies, each session ending with group and individual conclusions for the development of the skills practised in that session. All these conclusions can be the basis of a plan for the development of individual skills that can be a very useful tool for managers to establish and verify the actions to be taken after the programme is completed. The course will be built on a game-ificare case study "So you want to be a success at selling". On each sequence in part and will discuss the approach and how the working mode might be improved.
All analyses and observations will be reported to Cursatilor experiences.

Who is addressing
This programme is addressed to the managers/leaders of the teams, but also to those who are their simple members and who want to îmbunătăţeasca skills and skills of collaboration and cooperation in the working teams

Agenda

Session 1 – Why is caring about the customer important?
Word of welcome, presentation of participants and "Icebreaker"
The objectives of the meeting will be presented to the learners, rules for a good functioning of the group along the course.
will be presented and exemplified from the students ' examples, the most likely types of interactions in relation to clients/patients.
Video sequences will be presented to support the analysis framework.
Session 2 – What skills do we need in customer relationship?
What we're going to do in this section is to define those behavioral skills
Who need the participants in the course to obtain the satisfaction of their clients:
"Approach", "Analysis" and "action".
In This section, students will understand that attitude is the most important aspect
Moderate relationship with the client and the fact that the latter is the central element to which
Let the entire organization report.
Also in this section, students will be presented with two types of pierzatoare attitudes
Which some practice in contact with their clients: "Attack" and "defense"
The section will also be supported by presenting relevant video sequences.
Session 3 – The communication process. Active listening. Body language. Tm. Addressing questions
The participants will understand the importance of communicating with clients and the consequences of a good understanding of how they can tranmite information to clients prindiferite forms of manifestation.
In a more motivating and relaxed setting, they will practice how to decipher the TM of the clients and learn how to relax the atmosphere and demonstrate genuine empathy to the clients. They will also learn and practice in a workshop – "Interview" processes: Active listening and addressing questions, essential in this phase of sales.
The section will also be supported by video sequences.
Session 4 – Customer approach – correct method
Participants will be presented with the correct actions in the approach phase
Starting from the knowledge of the client, responding positively to the personality type of the customer, his mood or level or knowledge.

Also, students will learn what it means to initiate a useful presentation and to seek any opportunity to help the client in the approach phase.
Session 5 – Customer approach – the incorrect method of "war" with clients
They will be constientizate and explored on the basis of examples of the practice of the two types of negative interactions: "Attack" and "defense" that are known to occur in this phase of customer approach.
The examples will be consolidated by presenting two video sequences (one attack and the other) of "autocheck" of those exposed within the section.
Session 6 – Client approach – Aplanarii method of "war" with clients
Based on understanding the principles of correct intervention, already cunosute for the situation of customer approach we will make an analogy supported by a process of investigating/coaching the negative consequences of the aggressive and defensive approaches and we will Extract the appropriate conclusions and some concrete action paths, to be followed by the students.
Session 7 – Customer needs analysis – discovery of the need behind demand
What the client may ask for is probably not the best solution to his problem.
Therefore, this section edte dedicated to understanding the needs of Initaiale by students to obtain all relevant information, to determine the prioritaţile of the customer and the urgency of the problem.
Session 8 – Customer needs analysis – "Put yourself in place of customers"
Participants will be asked to think about how they would react to the real specific problems raised by various clients and what would be the treatment they should benefit from by demonstrating that Asculţa through the answers given by them, by encouragement and collaboration.
Session 9 – Customer needs analysis – the incorrect method of "war" with clients
They will be constientizate and explored on the basis of examples of the practice of the two types of negative interactions: "Attack" and "defense" that are known to occur in this phase of the analysis of the needs of the clients.
The examples will be consolidated by presenting two video sequences (one attack and the other) of "autocheck" of those exposed within the section.
Based on understanding the principles of correct intervention, already cunosute for the analysis of customer needs we will make an analogy supported by a process of investigating/coaching the negative consequences of the ways of aggressive approach and And we will draw up the appropriate conclusions and some concrete action paths, to be followed by the students.
Session 10 – Customer needs coverage – taking responsibility
The participants will be exposed to the customer's point of view and also who they are in the organization they reprezinţa. They'll understand that when they make a personal commitment to the client, they'll have to be sure to meet his needs.
Here they will gain two things: to help their client, knowing the limits of their decision-making power. The session will be consolidated based on examples of their practical work, which will be debated.
Session 11 – Customer needs coverage – Client involvement IN finding suitable solutions
The participants will be presented that not finding the solution is the best sometimes aid and that in many situations, together with the customers will have to choose one of the available solutions. They will therefore have to be aware of these solutions available and to be sufficiently flexible in setting the action plan. The notions will be fixed on the basis of concrete examples of their immediate activity.
Session 12 – Customer needs coverage – continuing to the end of client advisors
The participants will be presented with the importance of completing the objectives of the relationship. This would mean proving the full responsibility of the fat customer. The aspects to be retinad are related to ensuring that the client has inţele what needs to be done and that he will maintain contact with the customer until he is satisfied.
Participants will develop the notion of "surpassing expectations" of clients and on the basis of examples from the activity of the consultant in analogy with their activity.

Session 13 – Customer needs – incorrect method of "war" with clients
will be constientizate and explored on the basis of examples of the practice of the two types of negative interactions: "Attack" and "defense" which are known to occur in this phase of the action to cover the needs of clients.
The examples will be consolidated by presenting two video sequences (one attack and the other) of "autocheck" of those exposed within the section.
Session 14 – Customer needs – Aplanarii method of "war" with clients
On the basis of understanding the principles of correct intervention, already cunosute for the situation of customer needs coverage we will make an analogy supported by a process of investigating/coaching the negative consequences of the ways of aggressive approach and And we will draw up the appropriate conclusions and some concrete action paths, to be followed by the students.
The session will end by watching a conclusively training film that will lead to the exploration together of all kinds of attitudes travelled, in a coherent flow.

Book a seat at the course

Please fill out the form to book a place at this course:

Invalid Input
Invalid Input
Invalid Input
Invalid Input
Invalid Input
Invalid Input
Invalid Input
Invalid Input