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الأهداف
Provide you with a solid foundation for keeping your customers happy and continually buying from you. This should be the aim of every organization. The lifetime value of your customer should be your primary concern
- You will learn the appreciation of the lifetime value of your customers with real figures pertaining to your organization
- You will understand what customer satisfaction is all about and what the needs and requirements are of your customers
- You will have techniques and strategies to handle complaints effectively
- You will know the difference between "telling" and "selling" with features v benefits
- You will learn techniques of how to get a WIN/ WIN outcome with your customers
- You will have a framework to work with to anticipate your customers needs and to eradicate potential problems and complaints before they even happen
- You will be able to build up trust and effortless rapport with your customers
- You will be able to spot sales opportunities a lot quicker and clearer with the help of some proven strategies
الخطوط العريضة
Improving your Communication Skills is the way to customer satisfaction
- What is the perfect communication model?
- Opening lines of communication with your boss, and other employees.
- Communications (face-to-face) (listening, presenting, questioning, etc.).
- Feedback to see how others see you (your boss, your office colleagues, other employees).
- Basic guidelines in given feedback
- Feedback in pleasant and constructive way.
- How to give good feedback.
- Non-Verbal Communication Skills
- Exploring non-verbal communication.
- Test your non-verbal communication skills
- Why the smart secretaries master the art of listening well.
- Differentiating good from bad listening.
- The secrets to listening well.
- Listening and empathy responding.
- Listening skills- self evaluation.
- General recommendations to improve communication skills.
How to achieve customers' satisfaction when building the Marketing Mix
1. Product
2. Price
3. Promotion
4. Place
Customer satisfaction is a Reflection of Employee Satisfaction
- Handling customers and employees complaints
- I have a couple of abusive, manipulative customers. Nothing I've done seems to work with them, they're always yelling, complaining, and trying to get me to lower my prices. What can I do?
- Because of circumstances beyond our control, we sometimes can't deliver our customers' orders on time. They get really mad. I'm not sure how to best handle them.
- Responding to angry customers.
- Understanding hostile customers
- Perception is Reality...How do Your Customers Really See You?
Basic methods to get feed back from customers to ensure their satisfaction
- Appreciative
- Focus group
- Interview design.
- Listening
- Questioning (face-to-face).
- Survey design.
-Using satisfaction survey to achieve a competitive advantage in sales and marketing
- Beat the competition
- Improve loyalty
- Gain market share
- Reduce Costs
- Measuring Customer Satisfaction
- Measuring The Seemingly Immeasurable: Knowledge Work And Customer Satisfaction)
- Why do customers get upset? And how to measure it.
- WHAT To Measure
Building Customer relationship is a way to customer satisfaction
- How can I keep in contact with my customers
- Are there ways I can keep in contact with my customers without spending a lot of money
- How do you keep track of your customers' information
- My customers are from all over the world. Sometimes I have a hard time understanding what they want.
- How can I keep my customers buying from me
من ينبغى أن يحضر
- Any member of staff who has interaction with your customers
- Sales people
- Customer care teams
- Sales and service advisors (phone or face to face) .
- Marketing people.
المدة
5 أيام
