We Care (A Customer Relations Program)
An increasingly competitive environment has increased the need to create positive interactions with our customers. A reputation for quality and dedication to service are valuable assets in today's competitive markets. Now, more than ever, we must make sure our customers have confidence in the service they receive from us.Participants learn how customers are won and kept, and how to maximize each interaction. This hands on program invites personal awareness amount participants and it teaches skills that lead to comfortable caring about customers. It invites ease in building trust with customers and prepares front line people for unwelcome stresses and even irate encounters.
What you will cover:
- Customer Relations
- Who is responsible for it, and what does it mean?
- How does that affect the corporate bottom line?
- Customer Interactions
- How to create meaningful, win-win interactions with customers, both within and outside the organization
- Customer Styles
- Identify four styles of customers and how to relate to each best
- Learn what motivates a customer
- How to positively impact the customers' perception of the service provided
- Through a diagnostic tool, identify individual relating styles
- Stress and Change
- How change creates stress
- Identify how stress and change affects relating styles
- What stressors affect which style
- How to minimize your own stress and your customer's stress to benefit everyone
- Handling Difficult Customers
- What causes customers to be "difficult"
- Explore how to handle the "difficult" customer
- Keys to creating win-win outcomes
- Four Action Steps
- Preparing for the interaction
- Selecting the appropriate approach
- Listening and supporting
- Sincerely caring
- Creating a Can-Do Attitude
- Getting away from "it'll never work", "it's been done before"
- Finding new solutions to old problems
- Parachutes for Emergencies:
- What to do when all else fails
