Create Customer Satisfaction

• Defining the categories of Customer?
• Developing customer relationship with quality services
• Gaining customer commitment and long term partnership
• The key in building long-term customer partnerships

Create Customer Satisfaction

• How customers become difficult to handle? 
• Types of difficult customers
• Professional Strategies in handling difficult customers 
• Solving customer’s problem

Strategies to Improve Customer Satisfaction 

• Why and how people complain?
• What is a customer complaint?
• Communicating with the complainer
• Why is customer complaint handling so important?
• Why don’t more dissatisfied customers complain?
• Important techniques to use when handling complaints 
• Encourage complaints 

Improve Your Communication Skills

• Customers spend more when they receive better service.
• Build customer rapport effectively
• Listening techniques to use before choosing a communication style 
• Important information you can derive from body language and voice 
• When to say “No” to the customer
• The most effective way to respond to unreasonable demands 
• Making the customer feel valued from the start 

Maintain Your Composure Under Pressure

• How our perceptions affect the way we react to customers 
• How to create and maintain a positive attitude 
• Manage your stress in front of a difficult customer

Skills to Resolve Complaints

• Learn how to turn around difficult customer behaviour. 
• Cutting through the emotion to get the facts you need to solve problems 
• From simply irate to abusive - how to get through to angry customers 
• Learn how to build loyalty and change difficult behaviour by exceeding expectations. 
• Optioning - a very effective, but often underused, technique 
• Dealing with customers who only want to talk to "management" 
• Tactfully handling a situation when the customer caused the problem: How to keep from getting drawn into an argument 
• Negotiation skills - how to know if you are giving away too much or too little
• Managing customer expectations