Develop Effective Customer Relations

Face to face duration: 3 days

Course Objectives

This three (3) day course is designed to increase awareness of the importance of developing and delivering effective customer service and establishing excellent ongoing customer relations. Additionally, this course aims to equip participants with the skills needed to establish customer needs, maintain a customer database and ensure appropriate treatment of customers.

Learning Outcomes

Upon completion of this course, students will be able to:

  1. Make a continuous and positive impression on customers
  2. Prepare to meet new clients effectively
  3. Build rapport easily and create effective long-term business relationships
  4. Refer to Maslow's Hierarchy of Need to uncover what is important to customers
  5. Acquire powerful new techniques for interacting informally and formally with customers
  6. Establish an effective customer database
  7. Identify and adopt trends in customer service
  8. Professionally handle customer complaints and difficult behaviour
  9. Adopt an active role in improving the customer service experience

Benefits

  • Understand the importance of the customer in business operations
  • Understand customer buying trends and theories
  • Ensuring customer documents are maintained on existing and potential customers
  • Identifying the type of Information to gather on customers and sales/service and its importance
  • Understanding the need for regular monitoring of customer needs
  • Interacting with customers through formal and informal channels of communication
  • The importance of meeting customer needs
  • The importance of documenting and reporting
  • Learn the importance of training staff to provide customer service to an appropriate standard to ensure consistent treatment of customers
  • Work activities of staff are reviewed regularly to ensure customer requirements are met
  • Business operations are reviewed to ensure they meet current and projected customer requirements
  • Staff are actively involved in providing information to improve customer service operations and activities

Topics

  • What is a customer?
  • Customer expectations
  • Buying trends
  • Maintaining customer documents
  • Customer information
  • Customer needs – the ongoing monitoring process
  • Communicating with customers
  • Meeting and exceeding customer needs
  • Training and consistency in customer relations
  • The customer feedback process

Audience

  • Anyone who requires the skills and knowledge needed to effectively develop and deliver efficient customer service to a range of stakeholders in order to establish excellent customer relationships.

Format

  • Individual, pair and group activities
  • Self reflection activities
  • Videos

Program Outline

Day One

  • The importance of the customer
  • Understanding our customer
  • Maslow’s Hierarchy of Needs
  • Establishing the needs of the customer
  • Communicating and interacting with our customer through formal and informal channels

Day Two

  • Customer service chain
  • Establishing an effective customer database
  • Maintaining a customer data base
  • Assessing customer needs against products and services
  • Trends in customer service

Day Three

  • Consistent treatment and interaction with customers
  • Predicting customer requirements
  • Handling complaints and 'difficult' behaviour
  • Increasing customer satisfaction
  • The role of employees in improving customer service

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco