Focusing on Customers

Code

890

Start Date

2024-12-01

End Date

2024-12-05

City

Jakarta

Price

3450 $

Language

Participants

1-15

Hotel

Hotel Meeting Room

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Introduction :

When focusing on customer-centric courses, the aim is to equip learners with the skills and knowledge to effectively understand, engage with, and serve customers. This approach is critical in industries where customer interaction is key to business success, such as retail, hospitality, customer service, and sales.

Course Objectives

Understanding customer needs and expectations.
Developing effective communication skills.
Learning problem-solving and conflict resolution techniques.
Mastering customer service best practices.
Enhancing customer engagement and relationship-building.

Target Audience

Customer service representatives.
Sales professionals.
Hospitality staff.
Support teams in any industry.
Managers and team leaders.

Course outline

unit 1: Introduction to Customer Service
- Definition and Importance
  - What is customer service?
  - The role of customer service in business success.
- Customer Service Mindset
  - Attitude and approach.
  - The impact of excellent customer service.
Unit 2: Understanding Customers
- Customer Needs and Expectations
  - Identifying customer needs.
  - Understanding customer expectations.
- Customer Personas
  - Creating and using customer personas.
- Customer Journey Mapping
  - Mapping the customer journey.
  - Identifying touchpoints and pain points.
Unit 3 : Communication Skills
- Effective Communication Techniques
  - Verbal and non-verbal communication.
  - Active listening skills.
- Building Rapport
  - Techniques to build rapport with customers.
- Handling Difficult Conversations
  - Strategies for difficult conversations.
  - De-escalation techniques.
Unit 4 : Problem Solving and Conflict Resolution
- Identifying Problems
  - How to identify customer problems quickly.
- Problem-Solving Techniques
  - Steps for effective problem-solving.
- Conflict Resolution
  - Conflict resolution strategies.
  - Mediation and negotiation skills.
unit 5: Customer Service Best Practices
- Service Excellence
  - Principles of excellent service.
- Consistency in Service Delivery
  - Maintaining consistency.
  - Quality control measures.
- Feedback and Continuous Improvement
  - Gathering and using customer feedback.
  - Continuous improvement strategies.
Customer Engagement and Relationship-Building
- Building Long-Term Relationships
  - Strategies for long-term customer relationships.
  - Customer Loyalty Programs
    - Designing effective loyalty programs.
  - Personalization
  - Techniques for personalizing customer interactions.

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European Quality for Training and Consultancy is certified

ISO 9001-2015

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Focusing on Customers

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Course outline

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