About the Course

Customer Relations and Networking have become the two company operations today that can face the challenges of the competitive market. The lack of innovation in Business has led Customer service and relations in most companies to become the main competitive tools. The better the service and relation, the larger the benefit for all the parties involved. Today, companies face the challenges of the competitive market, which focuses on protecting the consumer with technological advancements and helping protect the physical environment. The main reason companies lose clients is because customers feel neglected and ignored. Therefore they search for the ones who care about them, either on a company or social level, but mainly on a personal, employee level. Clients need attention. The new market has tripled the need for relationships that use adaptive behaviour, reaching client satisfaction and a complete customer relationship framework. And this can lead to repetitive purchases, and this is how we must treat them. Sales need the clients to buy again, and the quality of the client relationship is the only medium that can achieve this interdependence.

This Customer Business Relations and Productivity training course is to offer the appropriate skills to develop more efficient work habits and at the same time to suggest the adjustments required in people’s attitudes for more dynamic relationships that lead to productivity. 

By developing these necessary skills for people, companies can improve their quality of service and improve relations with clients, traits that stimulate a more supportive and profitable integration.

Core Objectives

The delegates will achieve the following objectives:

• Recognise the principle of Quality in service
• Differentiate the behaviour to match the client’s needs
• Check the needs of their customers and create a match with their products
• Compare the work with the appropriate Performance Measurement Scales
• Accomplish higher levels of caring and client satisfaction
• Produce the framework of customer relation
• Implement the principles of client service in their work
• Plan total service excellence to the benefit of the clients

Training Approach

This training course uses a combination of interactive presentations and live discussions. These will be supported with workshops, videos, models, tables and charts to consolidate learning and discuss the practical application of the findings with the seminar provider. There will be a summary recap by the end of each day, linking up the topics to formulate a complete course. Upon request, it can include a final multiple-choice test on the material as a learning evaluation method. It is suitable for the delegates' in-class and virtual online and hybrid interaction.

The Attendees

Likewise, it will be valuable to the professionals but not limited to the following:

• Client Service Employees
• Supervisors of Customer Service
• Salespeople
• Supervisors of Sales
• Marketing and Promotion Staff
• Marketing and Promotion supervisors
• Call Center Operators
• Call Center Supervisors
• Administrators communicating directly with customers

Daily Discussion

DAY ONE: DEDICATION TO CUSTOMER RELATIONS

• What do customers expect from us?
• Productivity - The dimensions of Service (R.A.T.E.R.)
• Personal Goals and Success
• Communication is the Key
• Adapting to the new market requirements

DAY TWO: THE COMPETENT SERVICE PROVIDER

• Features of Competence and Professionalism
• The role and duties of the service provider
• Customer-centric Action and Productivity
• Empathy and Social Behavior
• Holistic Approach to customer orientation

DAY THREE: CONTINUOUS MONITORING OF CUSTOMER NEEDS

• Client Service Excellence through Communication
• Critical Thinking can save the service
• The moments of “Truth”
• The importance of the first impression – Control of Psychology
• Handling Customer Complaints

DAY FOUR: QUALITY CRITERIA OF CUSTOMER SATISFACTION

• Defining the Quality in Customer Service
• Customer care procedures and processes
• Setting Quality Service Criteria
• Measuring the Effectiveness of the customer approach
• Reliable Decision-making: The long-term orientation

DAY FIVE: ORGANISING FOR THE EVALUATION OF PERFORMANCE IN QUALITY CUSTOMER SERVICE

• Defining the Holistic Customer Service Framework
• Professional Service Evaluation Base
• Performance Measurement Scale for Productivity
• Being Efficient: Time Management in Customer Service
• Practical Applications of Customer Care