淘课网-企业专家讲师服务平台

培训受众:

* Anyone who has direct contact with the customer, either face-to-face, by phone or in writing, from pre-sales to after - sales

课程收益:

Experienced managers already know and use many key aspects of successful management. However, to reach the next level, they need to become experts in effective decision-making, influencing skills and managing individual and team behaviour. If you feel this describes you, and you are self-aware, then you will benefit from this programme which will develop your skills as a manager-coach.

* Understanding the factors that generate customer loyalty
* Understanding and overcoming hurdles in their relationship with the customer
* Investing in empathetic relationships
* Combining influencing with respect for the customer
* Turning each key contact into a loyal relationship
* Focusing on personal qualities for successful customer relationships

课程大纲:

. Understanding the drivers of customer preference
* Re-thinking your contribution to the customer relationship
* Distinguishing between customers’ implicit and explicit expectations
* Analysing the mechanics of customer satisfaction
* What is customer loyalty

2. Developing your professional engagement towards customer service
* Linking your role with company goals
* Facing customers
* Managing customer conversations

3. Showing empathy
* Exploring the impact of emotional interpersonal communication
* Showing the customer our respect and consideration
* Developing confidence in interactions

4. Influencing customers with integrity
* Enhancing your customer service skills
* Encouraging customer loyalty
* Preserving relationships in difficult situations

5. Anchoring customer preference
* Keeping your promises to the customer
* Advising the customer wisely to win repeat business
* Anticipating customer needs and knowing how to surprise

本课程名称： 客户关系管理（英文授课）CEGOS' Customer Relationship (in English)

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