Audience.
Anyone who works within customer-focus settings will benefit from this course on customer-focus skills.
Overview
The Customer-Focused Skills training course is tailored to equip participants with the essential skills and mindset necessary to prioritize and enhance customer satisfaction and loyalty. This comprehensive program covers a range of topics crucial for cultivating a customer-centric approach, including effective communication, active listening, empathy, problem-solving, and relationship building. Participants learn how to anticipate customer needs, handle inquiries and complaints with professionalism and empathy, and exceed customer expectations through personalized service and attention to detail. Additionally, the course may delve into topics such as understanding customer behavior, managing difficult situations, and leveraging feedback to drive continuous improvement. Through interactive workshops, role-playing exercises, and real-world case studies, participants have the opportunity to practice and refine their customer-focused skills in a supportive learning environment. Ultimately, the course aims to empower participants to deliver exceptional customer experiences, foster long-term customer relationships, and contribute to organizational success and growth.
Topics Covered.
- How to create customer focus.
• The main benefits of being customer-focused.
• The essential aspects of customer focus (e.g., loyalty and value-added service) and the effects of poor customer focus.
• Market information and profit. - The customer service environment
• The main characteristics of excellent customer service.
• What is the customer service environment.
• Customer service as a process.
• Why we need customers.
• How to identify customers.
• The importance of the Pareto Principle. - Poor customer-centric practices
• Exploring how a product-centric company focuses on selling the same products. And, to as many customers as possible.
• Examining how a customer-centric approach concentrates on selling more products. And, to the same customers by providing a positive customer experience. - How to know your customers
• Customer Loyalty.
• Switching costs.
• Common reasons why customers leave.
• Crises and commitments. - Customer service culture
• What are the main influences on a customer service environment.
• Standards, innovation, and excellent service. - Maximizing communication
• Key communication practices, including active listening skills.
• Customer styles.
• How to introduce an effective complaint-handling system.
