Manage Customer Expectations
Course Code: MN39
Course Objective
- Explain what customer service is.
- Apply effective communication and teamwork skills
- Differentiate between external and internal customer service
- Practice dealing with difficult customers and handling complaints effectively
- Explain customer’s expectations and how to exceed them
- Identify basic creativity and innovation techniques for better customer service.
- Understand formula for customer satisfaction
- Recognise variables influencing customer expectations and satisfaction
- Know customers decision making process to manage expectations
- Use complaints and compliments to develop service strategies in managing expectations
- Understand critical factors and influence of products on customer expectations
- Develop interpersonal communication and problem solving skills
Target Audience
- Planning & Quality Managers
- Customer Service Staff
- Public Relation Managers
- Team Memebers , Team Leaders
Course Outline
Day 1
- Understanding Customer Expectations and their needs .
- The inner game of customer satisfaction - Qualities of service professionals
- Formula for customer satisfaction - Expectations of today’s customers
- Vital determinants for managing customer expectations
Day 2
- Understand customer expectations - Why, What and How
- Communication with customer
- Variables influencing customer expectations and satisfaction
- Models of customers decision making process to manage expectations
Day 3
- Sources for benchmarking to help manage customer expectations
- Setting "Customer First" objectives - Analysing customer needs, wants and desires
- Process capability and process mapping to manage expectations
- Interpersonal communication and problem solving skills to manage expectations
Day 4
- Using complaints and compliments to develop service strategies
- Making customer focused decisions – Adding exceptional value
- Response strategies for managing different personalities and difficult service situations
Day 5
- Choosing the right strategy to maximize on opportunities
- Problem Solving
- Creativity and Innovation
- Teamwork
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