Building and Maintaining Customer Relationships
Aim:
To enable new and experienced staff to deliver a completely professional service for their customers on the telephone, every time, whatever the issues.
Objectives:
At the end of the workshop participants will be able to:
- Handle telephone enquiries in a timely and effective manner
- Identify client requirements and signpost accordingly
- Establish and maintain the trust and confidence of clients
- Demonstrate interpersonal and communication skills
- Respond effectively to customer requirements
- Ensure high levels of customer satisfaction
The two day workshop covers:
Your role against the background and vision of your organization
Who are our customers? What are our customers’ needs?
What are our customers’ expectations? What are the issues/problems we face?
Economic and practical implications of getting it wrong
Communication skills including listening, questioning, probing and summarising
Building customer relationships
How business works. Identifying and matching products and services for our customers
Proactive calling – follow up calls Monitoring customer satisfaction
Click here for feedback from Business Link Suffolk
What we can do?
This programme was specially developed for information and enquiry handling staff working for Business Link. All our customer service workshops are designed to meet your specific requirements do contact us for a no obligation discussion of how we may be able to create the right learning opportunities for you and your staff.