Create good customer relationships by meeting
client expectations.
Module Outline
Good customer relations are a key success factor in any business.
This module will help you discover the advantages to you and your
customers of reaching out to each other and communicating openly.
You will examine issues such as rapport and trust, and identify
what clients want in terms of communication. You will learn some
techniques for establishing trust and eliminating negative messages
from your communication, both of which will have a significant
impact on your client relations. Finally, you will discover some
challenging personality types and learn strategies for dealing
with them. Creating Valuable Customer Relationships is one of a
series of modules for customer service professionals developed
by NextMove.
Learning Objectives
On completion of this 2 hour module you should be able to:
List four key client expectations.
Describe the three basic elements of building rapport.
Define “customer focus” and identify strategies for
developing customer focus.
List strategies for avoiding negative messages.
Skill Set
COMMUNICATION
CUSTOMER RELATIONSHIP MANAGEMENT
INTERPERSONAL
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