Moments of customer contact are important opportunities for customer loyalty and satisfaction.
Knowing how to seize these opportunities means handling the customer’s request in a timely manner, but also understanding the context by being able to offer a better, personalized service.
The course fosters the development of the awareness necessary to support the change in approach to the customer, enhancing the customer experience.
Methodology
Case analyses, recorded video simulations, and self-assessment tests enrich the theoretical concepts of client orientation and development.
Goals
– Broaden awareness of the After Sales role as an indispensable tool for customer satisfaction and loyalty
– Deepen and manage the different channels of contact with the customer and their specificities (email, telephone, website, social, etc.)
– Increase the sense of responsibility and initiative in qualifying the customer and developing his or her potential
– Foster in participants the development of relational sensitivities in order to manage critical issues and turn problems into opportunities.
Program
– Role awareness in after sales
– the value chain
– satisfaction and loyalty
– the Customer Journey concept
– customer centricity and welcoming
– the dual dimension: people-oriented, results-oriented
– proactivity and flexibility in customer relations.
– Manage customer requests
– Tools and methods to improve data collection, needs and demands
– The management of one’s own and others’ time
– Developing the customer
– which goals for which customers: knowing how to understand customer cluster logics and related goals
– how to develop business arguments based on value propositions
– The tools of customer contact:
– features
– opportunities and threats of different relationship channels
– inbound and outbound (email, phone, site, social etc.).
