Handling & Servicing Customers For Retention & Growth

Happy Customers are the sources of oxygen for the business

What you'll learn

Effective Ways of Customer Service

Strategies to Handle Complianing Customers in Business

Learn Professional Ways of Saying 'No' to customers

Practical strategies to retain the existing customers and their business

Requirements

Some experience in customer service or sales function

No specific skills or qualification required as it is an easy to comprehend topic

Description

In an ever changing business environment it is important that managers are geared to handle the nuances through effective professional management.Much of customer service is common sense – that unfortunately is not always so common.This program doesn’t teach complicated systems to help drive the customer service experience. On the contrary, this is a simple approach that focuses on the basics that managers need to imbibe and drive across their teams. So, it focuses on External as well as Internal Customer orientation / Management.This program will enable participants to appreciate importance of Customer Management in modern competitive market and learn, design and practice tools to improvise customer experience.Our series of programs have helped managers to develop the ability to manage complex business situations, especially the art of making decisions in uncertain or ambiguous environments, break away from functional focus and develop a more inclusive attitude, integrate cross-functional objectives to generate innovative solutions that benefit the organization as a whole, and build a global business, general management programs for youOur programs are the proven workshops that have helped many executives in overcoming some of their fundamental concerns of professional management. Participants have appreciated the simplicity and the directness of the program in effectively conveying the message that can be recollected months after the program

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Agenda of the course

Lecture 3 Complaints Gift or Curse?

Section 2: Service Recovery + Paradox

Lecture 4 Service Recovery + Paradox

Lecture 5 Customer Value Pyramid

Section 3: Concept of Exceptional Customer Service: Moment of Truth

Lecture 6 Moment of Truth Levels & Their Outcomes

Lecture 7 Case Study - Poor Customer Service & Negligence

Lecture 8 Case Analysis & Necessary Tips

Section 4: Complaint Management

Lecture 9 Handling Complaints – LEAFF Model

Lecture 10 Do's & Don'ts in Handling Complaining Customers

Section 5: Handling Variety of Complaining Customers

Lecture 11 Types of Difficult Customers & Strategies to Handle Them

Section 6: Golden Sutras of Excellent Customer Service Experience - Part 1

Lecture 12 Product & Process Knowledge

Lecture 13 Ownership & Empathy

Lecture 14 Case Study – Poor Complaint Handling & Lack of Ownership Led to Financial Loss

Lecture 15 Case Analysis & Necessary Tips

Section 7: Golden Sutras of Excellent Customer Service Experience - Part 2

Lecture 16 Networking & Relationship

Lecture 17 Case Study – Where did they go wrong?

Lecture 18 Case Analysis & Necessary Tips

Lecture 19 Developing Retention Strategies

Section 8: How to Say No to the Customer

Lecture 20 4 Strategies to say professionally 'No'

Section 9: Good Will Letter/Email

Lecture 21 Importance of Good Will Letter/Email in relationship Enhancement + Sample Email

Section 10: Summary, Quiz and Action Plan

Lecture 22 Self Assessment

Lecture 23 Action Plan

Lecture 24 Test

Lecture 25 Conclusion

It is for all those who are in the field of Sales and Customer Service