“There is only one boss: the customer.”
Sam Walton
Code: CFOE
Synopsis
Customers are the only catalyst for business. Simply put, no customer means no business, no sales and no sustainable profit for the long term operations of a business. This component of business is so vital that it becomes the central focus of every operation in a business. It is the very purpose as to why a business exists – to create and keep customers. New customers are created by adding value in the product offering or services rendered. Existing customers are retained by providing satisfaction. This course is intended to help participants to be customer oriented and treat customers as the lifeline of a business. It deals with redirecting key activities in an organisation to be customer focused. This course reviews common customer-company contact points of communication and attempts to provide better communication techniques so that message can be effectively transmitted with impact and without prejudice. The final part of this course focuses on handling conflict and problematic customers.
Objectives
- Attune organisation to be customer focused and how to create customer value and satisfaction.
- Learn communication etiquette that improves customer relationship, reflects professionalism, and creates value so that customer will return for more.
- Manage conflict and problematic customer to optimize results and mitigate negative impact.
Who should attend
Front line customer service staff and employees involving in sales and marketing.
Duration: Two days.
Class size: Minimum 4 to 6 participants. Maximum 20 participants.
Remarks: HRDF claimable.
Online course registration
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