Every positive interaction you have with a customer helps build a strong relationship between your business and that customer. The opposite is true if the interaction is less than positive. In fact, the quickest way to lose clients is to interact poorly with them – no matter how good your product, they'll take their business elsewhere. Course is designed to equip you with the hard and soft skills to build and manage positive relationships with your customers. It will show you how to improve your customers’ experience and how to ensure everyone in your organisation prioritises customer relationship building.
Overview of the customer
Key features of a customer
Steps involved in building a positive customer relationship.
Customer journey
Elements of the customer journey,
Identifying needs
Making contact
Buying and returning after a good experience.
Building a customer-centric organisation
The elements required to build a customer-centric organisation, including the building of a customer- centric strategy.
Leading a customer-centric organisation
The core focus
Key traits of a customer-centric leader
Importance of employee engagement
Providing outstanding service
The skills, knowledge and attitudes required to provide outstanding service are identified and applied to the workplace.
Customer complaint management
The organisational considerations for complaint management and insights into ways in which to turn negative feedback into positive.
Measuring customer service
Customer loyalty with the net promoter score, as well as customer relationship management is unpacked as valuable key metrics to use.
Improving customer service
The future customer, new generation and ever- evolving customer needs and ways in which to meet these needs
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