Moments of customer contact offer an important opportunity for customer loyalty and satisfaction, so it is essential to learn how to manage each touch point in a timely manner, thoroughly understanding its context, in order to offer better and personalized service.
The course increases the role awareness and accountability of Product Specialists and develops tools and skills to improve customer management and orientation.
Target audience
Product managers, Product managers. BU managers and all those involved in managing customer contact moments.
Methodology
The course uses the interaction tools functional to the learning process and encourages accountability. The reference model is Work Based Learning, in which participants apply the proposed content and tools in the work reality, to become “engines” of change.
Duration
In-person 1-day course or webinar mode.
Goals
- Expand role awareness as an indispensable tool for customer satisfaction and retention
- Increase the sense of responsibility and initiative in qualifying clients and developing their potential
- Fostering the development of relational and problem solving sensitivities
- Deepen and manage different customer contact channels (email, phone, conference call, social, etc.).
Program
Product specialist and customer orientation: role and responsibilities
- Commercial awareness and proactivity in the role of Product Specialist
- From satisfaction to loyalty
- Customer Journey
- The double dimension: people orientation, results orientation
Managing customer requests through digital channels
- Tools and methods to improve collection of explicit and latent customer needs:
– questions and active listening
– problem solving and negotiation
– digital communication and collaboration tools
Customer development
- The construction of a Customer Development Plan
- The implementation of the Plan and the tools for monitoring and organizing work
- Developing business arguments based on value propositions. The Online Value Proposition
Tools and skills for remote customer relationship
- Customer expectations and “jobs to be done”
- Assertiveness and leadership in customer relationship
- Managing different communication styles with the customer
- External and intraorganizational negotiation.
