Understanding and Exceeding Customer’s Expectations

INTRODUCTION

Understanding who your consumers are and what they require is critical in today’s fast-paced business world. With so many alternatives available, your company must stand out if you want to retain and acquire loyal consumers. This training will help you discover and surpass your clients’ demands, so that you may do exactly that.

The session will begin with an introduction to client demands and your unique selling point (USP). It will then address how to select your client target market as well as how to recognize and surpass their demands.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Recognize the communication process.
• Reduce miscommunication.
• Delegate and give explicit directions.
• Determine both external and internal customers.
• Improve client service.
• Recognize the significance of first impressions and presenting a professional image.
• Maintain a cheerful attitude when interacting with consumers.
• Accept accountability for making a difference.

WHO SHOULD ATTEND THIS COURSE?

• CRM professional
• Executives
• Sales managers
• Business partners
• Managers
• Marketing professionals
• Customer service professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Market analysis
• Customer orientation
• Customer service
• Customer experience
• Customer support
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others
• Engaging customers
• Customer feedback management
• Customer expectation