SE WSQ - Build Relationships with
Customers, Supervisory
Date
17 - 18 November 2011
Introduction
In
Build Relationships with Customers, the participants will acquire the knowledge
and application skills to build relationships with customers in service
environments, which include building customers’ confidence, maintaining and
developing customer relations and handling referred difficult customers.
Outline
1. Build customers'
confidence
-
Identify and update service
team customers whom organisation wants to build relationship with.
-
Apply accurate product and
service knowledge, organisational service procedures and policies and
related legislations to meet customers’ needs.
-
Demonstrate qualities of
service professional when interacting with customers to assure customers of
quality customer service.
2.
Maintain and develop customer relations
-
Coordinate post
sale/service support to ensure customers’ needs are met.
-
Coordinate the use of a
customer database to update identified customers’ information.
-
Coordinate with service
staff to keep customers updated of company’s new products and promotions.
-
Provide customers with
additional help and information in response to their queries.
-
Obtain feedback on whether
customers expectations are being met.
-
Make
recommendations to management on how to build customer loyalty based on
customer feedback, where appropriate.
3.
Handle referred difficult customers
-
Confirm details of referred
complaint.
-
Acknowledge customer
politely and assure customer that appropriate actions will be taken to
resolve the complaint.
-
Use active listening to and
questioning skills to confirm customer issues with customer.
-
Use effective communication
techniques to develop rapport with the customer and consolidate customer
confidence.
-
Establish mutually
acceptable resolutions to complaints within own limits of authority and
according to organisational customer service policies and procedures.
-
Implement agreed actions
and follow up with customer until complaints satisfactorily resolved.
-
Follow
organisational procedures if customer would like to escalate complaint to
higher authority.
Training Methodology
The
training approaches used are varied, enriching and fun. The learning journey
includes:
- Mini
lectures to impart the concepts and theories.
-
Interactive activities like group discussions and games.
- Group
and individual exercises like role-plays.
Benefits to Participants
Briefly,
by the end of this module, participants will be equipped to:
-
Identify
available resources and demonstrate ability to gain customers’ confidence;
-
Establish,
maintain and develop customers’ database within business unit;
-
Demonstrate
ability to utilise database and available resources to identify extra value
added services and products to customers and clients; and
-
Deal with
customers’ complaints and difficulties using various communication
techniques and
methods for developing mutually acceptable resolutions for customers.
Certificate
Participants
who have achieved at least 75% in attendance and have successfully demonstrated
competence in all the knowledge and skills requirements in this training and
assessment package will be awarded with a Statement of Attainment (SOA) awarded
by WDA.
Duration
3 days; 24 hrs, 9am - 6pm
Course Fees
and Funding*
|
Funding illustration* (based on
3- days training) |
|
Description |
|
Course
Fee |
S$450.00 |
|
Total Fees (include 7% GST) |
S$481.50 |
|
SDF and SRP Funding is Available |
*Eligibility for funding
- Must be Singaporeans or Permanent Residents of Singapore
- Achieved at least 75% attendance
- Sat for all assessments
#Rates apply to participants who
attend training during normal working hours
IMPORTANT NOTE:
1. Replacement are allowed without charge. Please inform us of the replacement
in writing at least 3 days before the commencement date.
2. Cancellation received less then 10 working days prior to the workshop will
carry a 30% administration fee.
3. Confirmation will be sent out via email 2 weeks prior to the commencement date.
4. SHRI reserves the right to reschedule/cancel a workshop in the event of
unforeseen circumstances.
For further information,
please contact Mr Subbu via phone (65) 6438 0012, fax
(65) 6299 4864, or email
subbu@shri.org.sg
Return to SE WSQ |
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