PROGRAM CONTENTS
Importance of
Customer Care
» Who
is a customer?
» Customer
care program execution
» Perception
of an excellent service quality
·Tangibles
·Reliability
·Responsiveness
·Assurance
·Empathy
» Factors causing
distinction between what customers expect and what they receive
» Building a
service satisfaction info system
» Characteristics
of an effective service guarantee
» How customers
handle dissatisfaction
·Public form of action
·Private form of action
The Customer-Led Approach
» Mistakes when
pursuing customer loyalty
» Building a
customer relationship
» Major
components of trust and their relationship to partnerships
» Customer
satisfaction and it’s formula
» Factors
influencing complaint behavior
» Define a
complaint
·Aim
·Apologizing
·Empathizing
·Listening
·Questioning
·Positive language
·Taking ownership
·Taking action
» Abusive
customers
» Guidelines
for effective complaint resolution
» Importance
and benefits of customer services
Managing First Impressions and
Communication Skills
» First
impressions
» First
impression counts
» Why are
customers difficult?
» What makes
customers difficult?
» Behavior styles
» Sources of
resistance in customers
» To conquer
resistance
» The different
types of customers
» Getting along
with difficult customers
Why customers
become difficult?
»
Who is a difficult customer?
» What
makes customers difficult to handle?
» Aggressive
customer
» Why
do people get aggressive?
» Moments
of truth
» Deal
with difficult customers in a professional manner
» Strategies
in handling difficult customers
» Solving
customer’s problem
Strategies in Handling
Customer Complaints
» Why
people complain?
» How
people complain?
» What
is a customer complaint?
» Communicating
with the complainer
» Why
is customer complaint handling so important?
» Important
techniques to use when handling complaints
» Handling
customer complaints as gifts
» Encourage
complaints
Importance of
customer relationship
» Customer
value
» When
are customers satisfied
» Loyalty
effects
» Customer-company
relations
» Customer-oriented
development – develop good relationships
» Managing
customer expectations
Customer
Satisfaction Measurement
» What
is customer satisfaction measurement?
» The
importance of measurement
» The
various approaches of measurement
» Post
purchase actions
» The
cost of not meeting customer requirements
» Developing
customer service standards
Strategies to Improve Customer
Satisfaction
» Steps
to develop an effective customer measurement and management system
» Linking
customer service to financial performance
» Analyzing
through the customer service GAPS model
» The
reasons of the GAPS model
» Realizing
the need to work together for customer’s benefits
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