Build Relationships with Customers
Customer relationships are at the heart of every business. The essence of good customer service is establishing a relationship with customers – one that the individual customer feels he would like to remain loyal to. This programme explores the building blocks to creating such a relationship.

Key Benefits
At the end of the programme, participants should be able to:
• Understand who their customers are - their needs and expectations
• Build customers’ confidence through excellent product and service knowledge and skills
• Enhance customer loyalty by building customer relationship
• Manage difficult customers effectively and with empathy

Course Content

• Build Customers' Confidence
  - Identify key customers and update service team on their needs and expectations
  - Apply professional customer care to meet customers' needs

• Build Processes and Systems that Maintain Customer Relations
  - Maintain effective post sale/service support
  - Use customer database effectively - to update customers' information and give customers access to new products and promotions
  - Obtain customer feedback and make recommendations to management

• Re-Build a Relationship Through Effective Complaint Management
  - Steps to handling a complaint
  - Use effective communication techniques to develop rapport with the customer and restore confidence
  - Handle complaint escalation effectively
  - Turn incidents of dissatisfaction into a demonstration of professional and caring service

Learning Methodology
This training programme will incorporate experiential-based activities to enhance understanding and learning. Participants will be engaged in interactive tutorials, role-plays and presentations for development of higher self-awareness and confidence.

Who Should Attend
Supervisors and customer service management staff from various industry sectors.

Course Details

Duration: 2 days (16 hrs)
Time: 9am - 6pm
Course Fee: $342.40 (Incl. 7% GST)