There is a saying, “It costs five times more to look for a new customer than to retain one” has always proven to be true when companies ended up in improving their customer base the wrong way. With the costs of selling on the ever increase, it is more prudent for organisations to look inward to a sound customer retention plan, one that looks into looking into the interests of the existing customers with the ultimate aim of increasing sales through repeats or referrals.
Management, must therefore, start to consolidate their operations by developing customer relationship plans as one of the strategies to stay ahead in the competition.
Course Objectives:
Learn new ways to satisfy customers’ needs and demands
Developing a sense of strong confidence in the way of handling irate customers
Appreciate the meaning of “quality” service; and
Walking that extra mile for the customer
Target Audience:
CEO/COO
Manager
Project Manager
Sales Personnel
In-house Course Fee:
RM4000 per day
Public Course Fee:
RM1280 per pax
Number of days:
2
Course Methodology:
Presentations, role-plays, group discussion, lectures
This module sets the pace that for a company to brace itself for the hard times ahead, team players (not individualists) are necessary.
The five approaches to create a harmonious inter-departmental workplace before getting on the job of managing the external customers.
Module 2: The Service Edge
The five service relationships
Workshop: To identify ways to beat the competitors to the game.
The commitment to serve
Module 3: Developing a Relationship Building Plan
Know and apply the various bonding techniques.
Using the relationship-building form.
Module 4: Offering Value-added Service
Why VAS is so badly needed these days to retain your customer.
The five conditions required to develop a VAS [Samples of VAS will be highlighted]
Module 5: Managing Service Breakdown
Understand the six steps to serve recovery
Understand the importance of customer retention
Case Study: British Airways, Famous Amos, SEA Insurance.
Module 6: Customer Care and Email
7 deadly sins of emails
Netiquette
How can you make emails work for you
Creating Electronic Rapport:
Leading the reader into the message
Show emotions
Using visual language
Module 7: Handling Complaints via by letters
Complaints concerning quality
Complaint regarding non-delivery
Complaint regarding frequent late deliveries.
Complaint regarding incompleted work
Complaint regarding delivery charges
Complaint regarding poor service [Sample copies of complaint letter will be shown and template letters on the proper approach to respond to the above complaints will be highlighted.]
Module 8: Handling Tough Customer
The four types of tough customers:
The Complainer
The Know-it-all
The Indecisive
The Unresponsive [Proper techniques in handling such customers will be highlighted]
There is a saying, “It costs five times more to look for a new customer than to retain one” has always proven to be true when companies ended up in improving their customer base the wrong way. With the costs of selling on the ever increase, it is more prudent for organisations to look inward to a sound customer retention plan, one that looks into looking into the interests of the existing customers with the ultimate aim of increasing sales through repeats or referrals.
Management, must therefore, start to consolidate their operations by developing customer relationship plans as one of the strategies to stay ahead in the competition.
Presentations, role-plays, group discussion, lectures
Module 1: The Good Team Player
This module sets the pace that for a company to brace itself for the hard times ahead, team players (not individualists) are necessary.
Module 2: The Service Edge
Module 3: Developing a Relationship Building Plan
Module 4: Offering Value-added Service
[Samples of VAS will be highlighted]
Module 5: Managing Service Breakdown
Module 6: Customer Care and Email
Module 7: Handling Complaints via by letters
[Sample copies of complaint letter will be shown and template letters on the proper approach to respond to the above complaints will be highlighted.]
Module 8: Handling Tough Customer
[Proper techniques in handling such customers will be highlighted]