This training course is designed to give delegates the techniques and procedures they require to gain insight into the behavior of their customers. This insight allows for improved customer service, increased call center efficiency, added cross-sell and up-sell opportunities, streamlined sales and marketing processes, reduced costs, and increased customer service satisfaction.
Use customer profiling techniques and procedures to increase profitability
Describe how to leverage the organization’s relationship with the customer base
Utilize customer profiling techniques to design effective customer satisfaction surveys
Employ customer profile information to proactively generate up-selling and cross-selling opportunities
Set SMART objectives for continuous improvement
Work effectively with each of the four customer temperament styles
Who Should Attend?
Directors and managers
Those who would like to develop and enhance their business development and marketing support skills
What is customer profiling?
Breakout session: Advantages and Disadvantages of Customer Profiling
Understanding the concept of Emotional Intelligence
The history of temperament profiling
The Myers-Briggs Type Indicator
DISC temperament profiling system
Understanding the four customer temperament styles
Benchmarking the best and worst customer service providers
What is Customer Segmentation?
Using segmentation for gaining customer insight and market penetration
Customer Lifecycle Management
Key Account Management strategies
Keeping up with changing communication technology
Body language: How to read a person like a book
Identifying your customer’s preferred learning style
Active listening skills to improve communication effectiveness
Questioning skills to identify a customer’s expectations and service requirements
Tips for giving and receiving constructive feedback
Breakout session: How to Use ‘Customer Service’ to Build Customer Loyalty
Serving internal and external customers
Customer “touch points”
Motivating customers with rewards and incentive programmes
Teambuilding and leadership exercise
The benefits of measuring and monitoring customer satisfaction
Best practices for creating a Customer Satisfaction Survey
Your attitude makes a difference
Setting SMART Objectives
Stress management tips
Time management skills to improve daily productivity
NOT INTERESTED IN THIS COURSE?
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