Customer perception is formed on that first, initial contact with the company. If that first encounter is to develop into a profitable, fruitful relationship for both parties, then a focused effort to understand the customer needs and expectations is crucial. The more you understand your customer the more you are likely to succeed in meeting their needs.

Learning Objectives

• Heighten awareness of the need to respond to customer needs
• Understand how individual behaviour & attitudes impact customer perception
• Develop 6 specific communication skills essential in successful customer relationship management
• Grow participant confidence in dealing with difficult situations
• Know how to turn customer complaints into opportunities

Learning Outcomes

• Participants will actively seek to adapt their behaviour so that it is appropriate to the situation
• Participants will use their communication skills to empathise with customers, building better, lasting relationships
• Participants will actively manage their behaviour to consciously create a positive experience for the customer

Duration:

1.5 days