About Workshop
WHY THIS COURSE IS IMPORTANT?
In the context of a highly competitive Market environment, the need for professionalism cannot be over - emphasized. This should apply to all levels of employees as professionalism entails:
• Acquisition of Knowledge
• Development of Skills
• Adherence to Disciplines
• Application of Leadership Qualities
Quite often we find Customer Contact Personnel functioning in a rather routine and impersonal manner, without a commitment to total Quality Customer Care and Service. In a fast changing business environment, it is imperative that all such Personnel clearly understand the new, dynamic role they have to play, to enhance Customer Relations and maximize Sales.
Tact, Diplomacy, Courtesy and Respect in dealing with Customers, backed by a genuine desire to serve, should be distinguishing characteristics of Professional Customer Contact Personnel.
Paul Talbot on Customer Service, states:
"The Customer may be a Fool, a Rogue or an Illiterate but he is Always Right."
The great Mahathma Gandhi further states that Customers are:
• Not an interruption to our Work - they are the very purpose of it
• They are VIP's in Person, by Mail or by Telephone
• They are not Outsiders - they are part of the Business
• They are not Cold Statistics - they are flesh and blood Human Beings
• They bring us their Needs - it is our job to satisfy them effectively and profitably.
Some people have forgotten these basic truths in Modern Business. These immutable laws in Marketing are worth remembering:
Tomorrow may be too late!
This intensive Training Seminar has been carefully developed over the years to dramatically expand knowledge and install these concepts in the minds of Customer Contact personnel charged with the responsibility of ensuring Quality Customer Service.
The methodology employed will facilitate effective interaction and develop a positive attitude:
A "Win - Win" Approach in every “Customer Contact” encounter.
COURSE HIGHLIGHTS
This Seminar offers a 12 - point Benefit Formula. At the conclusion of the Seminar Participants will be able to:
• Understand The Role of Customer Contact persons in Quality Customer Care.
• Realize The Need for Professionalism in competitive Business.
• Focus On Knowledge, Skills & Disciplines Professional Customer Service.
• The Value Of Teamwork for effective Quality Customer Care & Service.
• Understand The Need for Teamwork for improved Results and Productivity.
• The Value The Need for Customer-orientation in Total Company Operations
• Develop A new Vibrant Approach in handling Customers with Care.
• Tackle Customer Objections & Difficult Customers with Tact & Diplomacy.
• Understand The art of effective Communication in dealing with Customers.
• Focus On Barriers of Communication which cause Customer dissatisfaction.
• Appreciate The Art of Persuasive Communication.
• Develop Strong Customer Relations by handling Customers with Care by establishing Strategic Alliances
Workshop topics to be covered:
9.00: WELCOME / INTRODUCTION OF COURSE DIRECTOR
9.05 MODULE I - THE ORGANISATION & YOUR NEW PROFESSIONAL ROLE IN CUSTOMER CARE
• PROFESSIONALISM & THE COMPETITIVE MARKET
• YOUR NEW ROLE AS A PROFESSIONAL
• PROFESSIONALISM – KNOWLEDGE, SKILLS, DISCIPLINES & LEADERSHIP
• CUSTOMER ORIENTATION AND IMPROVED PRODUCTIVITY
10.15 TEA BREAK
10.35
• PRESENTATIONS BY GROUP LEADERS - EXERCISE
• THE IMPORTANCE OF TEAM WORK
• INDIVIDUAL BRILLIANCE Vs. TEAMWORK
11.15 MODULE 2 - CUSTOMER ORIENTATION AND THE MODERN MARKETING CONCEPT
• CUSTOMER ORIENTATION & THE MARKEING APPROACH
• BASIC PRINCIPLES OF MARKETING FOR IMPROVED CUSTOMER SERVICE
• SATISFYING CUSTOMER WANTS & NEEDS
• THE ROLE OF CUSTOMER SERVICE IN THE TOTAL MARKETING OPERATION
• THE IMPORTANCE OF NEEDS BASED SERVICE
12.00 MODULE 3 - QUALITY CUSTOMER CARE & ESTABLISHING STRATEGIC ALLIANCES WITH KEY CUSTOMERS
• "CUSTOMER RELATIONSHIPS" - WORKSHOP
• PRESENTATIONS BY GROUP LEADERS
13.00 LUNCHEON
14.00
• WHAT CUSTOMERS LOOK FOR IN A SALESPERSON
• BUYING REASON AND THE BUYING DECISION
• OVERCOMING OBJECTIONS WITH TACT AND DIPLOMACY
• THE ART OF HANDLING DIFFICULT CUSTOMERS
• QUALITY CUSTOMER CARE & SERVICE
15.15 TEA BREAK
15.35
• ESTABLISHING CUSTOMER RELATIONSHIPS
• DEVELOPING CUSTOMER PROFILES
• "THE PARETO PRINCIPLE" AND CUSTOMER CLASSIFICATIONS
• SPECIAL SERVICES TO KEY ACCOUNTS & HIGH POTENTIAL CUSTOMERS
16.30 SEMINAR EVALUATION
16.45 CLOSE OF SEMINAR
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