Customer Centricity
About this training
To work on customer focus, is to work on actions that transcend the customer as an individual. You are customer-centric the moment you are able to translate customers' needs, wants and expectations into successful products, services and delivery. And when you are able to steer to those changing customer needs every day. This is a constant process, because the wishes of customers are constantly changing.
This interactive workshop will make sure that your clients will feel satisfied in a permanent way, even in a challenging market.
Program
The following issues are addressed in this course:
- How do I behave towards clients?
- How do I reconcile the requirements of my clients with the requirements of the company?
- How to deal with annoying questions or difficult situations?
- What are the skills required to act in a more client-oriented way?
- Which techniques should I use for client conversations?
- How do I create a win-win situation at each and every client contact?
Target group
The course "Customer Centricity" is aimed at all commercial staff members, executives, sales managers and all employees who need to contact internal and external clients on a day-to-day basis.
Approach
This training uses concrete situations taken from your own environment. Of course, you will also learn from the practical experience of our teaching staff. This will result in a training that is readily implementable inside your organisation.
Trainers
Results
Upon completion of this program, participants will:
- Develop communication strategies for different types of customers
- Handle difficult conversations with positive results
- Deal effectively with personality conflicts and disagreements
- Clarify customer needs and concerns
- Convey solutions to achieve customer buy-in
- Interact with customers in a way to build long-term relationships
- Apply effective communication with both customers, in person or on the telephone
