Customer Management for the 'New Normal'
A seven part course, designed to empower customer facing personnel to manage each transaction with customers proactively and professionally and avoid the sense of being a victim of customer behaviour.
Course curriculum
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1
Introduction
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Introduction to Customer Management for the 'New Normal'
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Course Outline and Structure
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2
Session 1: Taking Control from the Beginning
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Session 1, Part One - The Customer's perception and expectations
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Session 1, Part Two - Winning the Respect of the Customer
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Session 1, Part Three - Starting Transactions on a Positive Note
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When it's not Face-to-Face. Applying the techniques for Customer Management on the Phone or other Remote Sessions
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Putting it into Practice....
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Session 1 Handouts
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Session 1 Quiz
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3
Session 2: Using our Behaviour as a Customer Management Tool
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Session 2, Part One - Choosing Your Behaviour
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Session 2, Part Two - Using Behaviour to Influence
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Session 2, Part Three - Adopting a Solution Focus
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Putting it into Practice....
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Session 2 Handouts
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Session 2 Quiz
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4
Session 3: Communication for Proactively Managing Customers
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Session 3, Part One - Proactive Listening
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Session 3, Part Two - A Model for Communication
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Session 3, Part Three - Positive, Active Language
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Putting it into Practice
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Session 3 Handouts
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5
Q & A Session
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Session 3, 'Using Positive, Active Language', Exercise; Review and Answers
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6
Session 4: Using Proactive Communication techniques to Break Bad News and say ‘No’
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Session 4, Part One - Recap of previous lessons followed by Negative Trigger Phases
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Session 4, Part Two - How to say "No".
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Session 4, Part Three - Breaking Bad News
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Putting it into Practice
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Session 4 Handouts
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Session 4 Quiz
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7
Session 5: Managing Different Personality and Social Styles
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Session 5, Part One - Introduction to Social Styles
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Session 5, Part Two - Exploring each Social Style; The Driver
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Session 5, Part Three - Exploring each Social Style; The Expressive
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Session 5, Part Four - Exploring each Social Style; The Amiable
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Session 5, Part Five - Exploring each Social Style; The Analytical
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Session 5 Handouts
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Session 5 Quiz
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8
Session 6: Choosing Assertive Behaviour to Confidently Manage Each Situation
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Session 6, Part One - Assertive Behaviour, what it IS and what it's NOT!
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Session 6, Part Two - Using Assertive Behaviour proactively
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Session 6, Part Three - Behaving Assertively, forming and maintaining an Assertive mindset
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Putting it into Practice
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Session 6 Handout
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Session 6 Quiz
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9
Session 7: Solution Focused Service Recovery
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Session 7, Part One - Service Recovery
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Session 7, Part Two - Service Recovery; How to Do It.
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Session 7, Part Three - Summary of the what we have covered in the program and now Putting it into Practice
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Session 7 Handout
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The Final Quiz - Test Yourself!
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Program Feedback Survey
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