ITC

What Will You Gain From the Course?

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

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

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 feedback 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

Blocks to customer Focus

Considerations for an effective customer service program as part of core strategy to serve customers well.

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

Managing To Retain Customers

Many strategies to achieve it.
Each section will be explained on presentation of real life construction business situations, accompanied with many practical case studies, role playing, group and individual exercises as an Implication for practice.
On- Job Training shall be decided upon the approval. It depends on the needs of the trainees. We shall arrange it from two weeks to one month.

5 Days

Start Date	End Date	Country	City