To be competitive you must satisfy your customers, and you will only know how well you are satisfying your customers if you measure their satisfaction levels.
When customers have to deal in areas with which they're not familiar they often feel insecure and slightly threatened. It's important that you project a feeling of competence which will convince the customer they've come to the right place.
You lose more business not because of poor product but inferior service and poor treatment. If the customer's first impression of your company is a lousy one, they won't be back to give you a second chance. Treat your customers the way you expect to be treated whenever you are a customer.
How do you dazzle and delight dissatisfied customers? What's the best way to retain and regain customer loyalty after a service breakdown has occurred? These and many such issues would be dealt with during the course of the programme. Satisfied customers return and send others; dissatisfied people do not! It has been estimated that it costs seven times as much to acquire a new customer as it does to keep an existing one.
Program Contents :
Assessing your own customer service
Presenting a positive attitude
Identifying, understanding and fulfilling customer needs
Being innovative and creative in meeting customer needs
Measuring customer satisfaction
Winning over difficult Customers
Resolving customer complaints
Understanding the spiritual angle of caring for the customer
Educating customer on Company's vision
Helping customers take appropriate decisions
Working to develop a win-win relationship
Visioning future trends in customer care
Strategy & Action plan
Upon completion of this program participants will be able to:
Achieve sustainable competitive advantage through customer care
Measure customer satisfaction
Elicit greater levels of customer loyalty and delight
Create collaborative relationship with customers
Empathize with the customer
Proactively care for the customer
Duration : Two Days
- Contents will be customized as per the needs of the client