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.
- 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
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.
- 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
- 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]