Customer Profiling Techniques

Section One

• 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

Section Two

• Benchmarking the best and worst customer service providers
• What is Customer Segmentation?
• Using segmentation for gaining customer insight and market penetration
• Data Mining
• Predictive Modeling
• Customer Lifecycle Management
• Key Account Management strategies

Section Three

• 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

Section Four

• 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

Section Five

• 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